QUESTION
What progress has been made in the AI action plan's service delivery component?
1:52:25
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173 sec
Matthew Fraser, Chief Technology Officer at the Office of Technology And Innovation (OTI), outlines the progress in the service delivery component of the AI action plan, focusing on building a consumable AI services pipeline, enhancing technology sustainability, and improving service delivery using AI.
- Efforts are underway to create a pipeline for consumable AI services that avoids individual investment in rebuilding technology.
- AI is being used to enhance service delivery, for example, by improving access to public benefits and streamlining non-emergency calls with an interactive voice assistant.
- A significant initiative involves using AI to project what public benefits an individual is pre-approved to apply for based on their application.
- Over 70% of calls to the city's information service do not result in a service request, highlighting an area for improvement using AI.
- The emphasis is on building reusable services that can support broad and efficient use across the city.
Jennifer Gutiérrez
1:52:25
Can you talk a little bit about what the plan not plan is?
1:52:32
Around you you mentioned cyber security around particularly service delivery?
Matthew Fraser
1:52:37
Around sub security service delivery?
Jennifer Gutiérrez
1:52:38
No.
1:52:38
No.
1:52:38
No.
1:52:39
You talk you touched on cybersecurity as as part of the AI action plan a little bit more on, like, the service delivery component.
1:52:45
I know that, you you know, you mentioned it would it's gotta be safe.
1:52:47
It's gotta got a server purpose, are you all thinking how far along are you in the service delivery piece?
Matthew Fraser
1:52:52
So in the service delivery piece, what we're looking at is how we can one build a pipeline where people can consume artificial intelligence like services without having to invest individually and rebuild how can we build sustainable technology.
1:53:08
In addition to that, we look at the business end of the spectrum to see what we're delivering and how we can use AI to help us be better at delivering certain things.
1:53:17
The most the the best example we have with this is something that we're looking at now many of you, you at home you or in your email, you'll get a notice from a bank saying that you're preapproved for credit card or some kind.
1:53:33
And in that preapproval notice, you'll get a threshold saying that you have a preapproval.
1:53:39
You should credit limit, and here's the date that you have to accept the offer by post estate that's gonna expire.
1:53:46
Very similarly, we're trying to put something in place around public benefits.
1:53:50
You apply for childcare, why can't I give you a projection based on your childcare application?
1:53:55
Of the things that you are preapproved to apply for.
1:53:59
So using AI to do better better benefits access, as one of the areas that we wanna lean in, also around the communication phase.
1:54:08
Since we spoke about 31 or earlier, one of the things I'll tell you is is is an interesting fact, is that over 70 percent of the calls in 301 doesn't result in an agency creating a service request for any.
1:54:20
Right, over 70%.
1:54:21
So people throwing one in the in the sense is one of the little that's the information's largest information service 1.
1:54:28
So what we're looking to do now, very similar to how we did with the chatbot, for the rule 1, how can we get an interactive voice assistant again, through 1, it's nonemergency calls.
1:54:39
And use that voice assistant to help triage calls as quickly as possible.
1:54:43
Alright?
1:54:44
Now looking at the investments that we're gonna make in that space, looking at the partners that we're going to to leverage in that space, having an external committee that's able to say, alright.
1:54:55
Here's where we've seen across the industry.
1:54:57
People not get this right.
1:54:58
This is where you should guide it.
1:55:00
As a city, making sure that as we deploy that service, the other the other people that are part of our larger team can leverage that service to do better good across city.
1:55:10
That's that's on the service delivery side.
1:55:11
We're looking at both the products we wanna deliver and we wanna look at the ways of which you build so that it becomes reusable so people can build more.
