Public agencies are exploring AI to handle paperwork, answer common questions and spot problems earlier. Typical uses include chat assistants for citizen inquiries, document sorting and translation, and forecasting demand for services.

Public bodies carry extra responsibility because their decisions affect rights and access to services. Good practice includes publishing how systems are used, testing for bias, keeping a human reviewer for important decisions, and offering a clear way to appeal. Done well, AI can shorten waiting times and free staff for work that needs judgment and empathy.