Beyond chatbots
Foresight on services that anticipate needs instead of waiting for questions.
01Language models and generative AI
02Policy simulators and digital twins
03Ambient AI and smart environments
04New interfaces across many channels
Findings
- 01
Recommendation: Identify specific high-impact life events (such as childbirth, starting a business, retirement) and develop pilot proactive services around them.
p. 16 - 02
Recommendation: Use “lighthouse projects” – select a few services to transform end-to-end (front and back) with AI, rather than spreading efforts thinly across all services at once.
p. 18 - 03
Bias in AI outcomes, such as higher denial rates for particular communities, should be monitored and addressed through regular audits.
p. 12