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Published online by Cambridge University Press: 03 April 2025
This chapter sets forth how government agencies are using artificial intelligence to automate their delivery of legal guidance to the public. The chapter first explores how many federal agencies have a duty not only to enforce the law but also to serve the public, including by explaining the law and helping the public understand how it applies. Agencies must contend with expectations that they will provide customer service experiences akin to those provided by the private sector. At the same time, government agencies lack sufficient resources. The complexity of statutes and regulations significantly compounds this challenge for agencies. As this chapter illustrates, the federal government has begun using virtual assistants, chatbots, and related technology to respond to tens of millions of inquiries from the public about the application of the law.
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