Exploring the New Potential of an AI Counselor in Government Services

Introduction

In an age where technology continues to reshape our world, the integration of AI in public services is gaining traction. A recent pilot project combining "Metaverse Office" by Dai Nippon Printing Co., Ltd. (DNP) and the AI counseling service "Recompass" provided a meaningful experiment into how AI can assist in governmental services.

The aim of this collaborative initiative was to assess the feasibility of deploying an AI avatar as an accessible service representative, thereby improving residents' interaction with their local government. Participants praised the initiative, noting that the easy access and round-the-clock availability of AI services alleviated mental health concerns and provided support.

Project Overview

The pilot, conducted from March 11 to March 25, 2025, engaged seven municipalities, allowing residents and local officials to interact with AI-powered counseling services. These AI avatars were embedded within a virtual space accessible via computers and smartphones. Notably, there was no application download required to participate, making it user-friendly.

Objectives

The main goal was to enhance accessibility to governmental services, specifically for those who might feel hesitant to consult traditional channels. By introducing an AI counselor, this project aimed to provide a confident and anonymous platform for residents to voice their concerns.

Results and Feedback

During the project, a total of 105 individuals visited the Metaverse Office, resulting in 75 distinct consultations. Notably, 55% of participants were women, and the majority of consultations came from individuals in their 40s. The AI service was praised for its anonymity and 24-hour availability, allowing users to seek help at their convenience.

User Feedback

Surveys conducted revealed high satisfaction rates, with many participants appreciating the serene atmosphere of the virtual office. The AI counselors were rated highly for their empathetic responses, indicating a successful blending of technology with the human touch. Over 85% of users reported feeling natural during conversations with the AI, and approximately 65% felt a weight lift from their shoulders.

Challenges Identified

Despite the success, participants highlighted areas for improvement. Specifically, users expressed a desire for a specialized AI that could handle more complex issues, showing that while AI makes great strides, human advisors still play a crucial role for intricate problems.

Evaluation from Participating Municipalities

Feedback from involved municipalities indicated that the AI service successfully created new channels for engagement. Many officials noted that the AI could handle simpler queries, freeing up human staff to focus on more complex cases. This modular approach to service delivery promises significant efficiency gains and enhances the overall service framework.

Future Directions

Moving ahead, the initiative plans to refine the capabilities of the AI counselors. The focus will be on clearly defining the scope of AI services while ensuring seamless transitions to human counselors for issues needing specialized support. This strategy aims to bolster the quality of service offered to residents and maintain operational efficiency.

About Recompass

Recompass, developed by Kajo Publishing, has been a leader in addressing family law issues for over 80 years. This new AI-driven service integrates cutting-edge IT solutions from Hexabase to provide legal knowledge and support information for those grappling with divorce and related matters. Learn more at Recompass.

Conclusion

The outcomes of this pilot project signal a transformative shift in how local governments can leverage AI to enhance accessibility and efficiency in public services. As these tools evolve, they present the opportunity to create a more inclusive environment that adheres to the needs of all citizens, a goal every community should strive for.