Singapore government beta testing new chatbot to make official information more accessible
The chatbot is not a replacement for helplines or for officers who speak with members of the public, said GovTech Singapore and the Public Service Division.
Singapore's government is testing a new chatbot to simplify access to official information. Entering its final pre-release phase on July 3, the chatbot, accessible through Chat.gov.sg and the ServiceSG Facebook page, aims to streamline the process of finding government resources. According to GovTech Singapore and the Public Service Division (PSD), the chatbot is not intended to replace helplines or personal interactions with government officers.
In a joint statement, PSD and GovTech Singapore emphasized that the chatbot is designed to simplify the search for government information, which can often be complex due to multiple involved agencies. By allowing citizens to ask questions in everyday language, the chatbot provides clear answers sourced from official government websites, all while maintaining the original source links for user reference.
The chatbot's development involves existing government tools, alongside commercial AI services, and is managed by ServiceSG, which serves as the first point of contact for citizens seeking various government services across multiple agencies. Meanwhile, GovTech Singapore is responsible for building and maintaining the technology behind the chatbot.
While the AI can handle many common inquiries, decisions involving complex or personal matters still require direct human interaction. The chatbot aims to free up public officers' time by managing routine questions, enabling them to focus on providing personal support to those who need it most. For security, all conversations remain within government systems, and the AI tools do not retain chat histories or feed them into training models.
Both GovTech Singapore and the Public Service Division stated that the information presented on the chatbot remains current, as it is sourced directly from official government websites. They also mentioned that they monitor usage patterns and user questions to continuously improve the service. Early feedback has been positive, with the goal of making it easier for Singaporeans to find the information they need while allowing government officers to dedicate more time to personalized interactions.
The joint statement concluded that ongoing adjustments will be made to enhance both the chatbot's functionality and the effectiveness of human-led support.
Written by urgent.news from CNA - Singapore's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
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