Personalizing Government Services through Artificial Intelligence: Opportunities and Challenges

Abstract

Using artificial intelligence (AI) to customize government services brings advantages and challenges. On the one side, artificial intelligence (AI) can assist government organizations in better comprehending the needs and preferences of citizens, improving service delivery and raising citizen happiness. On the other hand, there are concerns around privacy, security, and ethical considerations related to the use of AI in government services. This article reviews the existing literature on the use of AI in personalizing government services, identifies key opportunities and challenges, and presents case studies of successful AI implementations in government services. The article concludes with recommendations for future research and practice in the area of AI and government services.