With the onset of AI implementation in civil service, it is critical that adequate safeguards be placed in order to minimize the risks of error, opacity, and bias. In this project, I collected data from chatbots available in 26 states, some rule-based and some AI, examining how questions about unemployment benefits adjudication were answered.
Findings– It was clear from the audit that the majority of state government chatbots were not equipped to answer questions of any complexity about unemployment benefits. Most concerningly, questions would sometimes be answered with misleading, outdated, or complicated responses that could discourage a person from receiving benefits they qualify for. Additionally, convoluted or flawed information structures would make chatbot usage unnecessarily difficult to use.
While automated tools have the potential to increase outreach and improve efficiency, it is important that appropriate measures be taken to prevent potential negative consequences of inadequate systems.