Two years after ChatGPT sparked a surge in artificial intelligence development, the Government has launched GOV.UK Chat, an experimental chatbot designed to deliver personalised, quick answers using information from relevant GOV.UK pages. Unlike HMRC’s tax manuals, this tool focuses on reducing bureaucracy and assisting small businesses in navigating Government resources more efficiently.
Powered by OpenAI’s GPT-4o technology, the chatbot is part of a four-week trial involving up to 15,000 users. According to the Department for Science, Innovation and Technology (DSIT), the goal is to slash citizens’ time searching for guidance. The trial builds on a smaller January test where 70% of users found the chatbot’s responses helpful, and nearly 65% were satisfied with the experience.
If successful, GOV.UK Chat could eventually roll out across the Government’s sprawling 700,000-page website, which currently serves over 11 million weekly users.
To access the chatbot, users must register on the GOV.UK Chat landing page by entering an email address and answering a few questions about their purpose for using it. Once registered, the chatbot is accessible on 30 key pages, such as “Set up a business,” via a link or a button in the top-right corner.
The chatbot mimics HMRC’s web chat interface but highlights the absence of human involvement. While still in its early stages, GOV.UK Chat represents a step forward in leveraging AI to simplify access to Government information for businesses and citizens alike.
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