Chatbots were widely deployed across state governments during the coronavirus pandemic. At the local level, several agency officials said during the roundtable that they’d either already deployed chatbots or expected to deploy them soon.
“There’s a lot of promise around chatbots for us,” one agency CIO said. “We have a lot of systems and websites where users are always looking for the right answer to their questions. Chatbots can find those quickly and easily.”