Abu Dhabi, August 21 (WAM) - The National Committee for Artificial Intelligence Assistant launched the "Design Guide for AI-Powered Government Experiences", which unifies mechanisms for developing government services and transforms them into services that understand and interact with users based on their needs, and complete their requests on their behalf.

This was during a specialized workshop organized by the committee in collaboration with officials and teams from government services and artificial intelligence units in federal ministries and authorities to support agencies in redesigning their services in line with the objectives of the AI Assistant project.

During the workshop, His Excellency Mohammed Rashid Al Tليعة, Assistant Minister for Government Knowledge Exchange Affairs and Head of the Government Services Track in the Artificial Intelligence Assistant Project, reviewed the most significant changes that AI assistants will bring to user experiences, as well as the principles of designing government services according to the new approach.

He explained that under the current method, users are responsible for searching for the service, identifying the relevant authority, understanding requirements, providing information and documents, and following up on procedures until the transaction is completed. In the new method, however, users only need to speak, after which the assistant takes over by understanding the request, determining steps, executing them, and coordinating with relevant authorities on their behalf.

He said that the customer does not want a series of actions, but rather wants a result. Therefore, we do not measure the success of AI assistants by the number of messages exchanged with the customer, but by its ability to complete the service and achieve what it wants. He explained that the real transformation is not just in changing how one talks to the government, but in shifting the burden of implementing services from the customer to the government.

He added that a true AI assistant understands what the customer wants, uses available information from the government, plans to fulfill the request, implements steps itself, coordinates between entities, handles exceptional cases, and reaches a clear and complete result.

The guide provides an integrated framework for designing experiences of customers with AI assistants, based on principles and standards that ensure building a cohesive government experience. It starts by understanding the customer's needs and ends by achieving what they want.

The principles include enabling the customer to express their need easily and clearly, understanding what they mean before starting procedures, and utilizing data available from the government so as not to request information or documents that have already been provided to any government entity. It also includes clarifying the steps of completion for the customer, obtaining their consent before taking any action, implementing services through government systems, following up on requests until completion, keeping the customer informed about what has been achieved and where intervention is needed, while ensuring a secure experience that preserves their privacy.

The guide also covers how to handle exceptional cases or technical failures, ensuring a smooth transition to a specialized staff member when needed, with full transfer of the order details and steps completed, so that the customer does not have to explain their request again.

The guide covers completing payment processes in a unified and secure manner, providing a clear result for the customer, enabling them to ask, correct or object, along with evaluating their experience and benefiting from their feedback to continuously improve the service.