The Nevada Department of Employment, Training, and Rehabilitation (DETR) is looking to speed up the process of handling appeals for unemployment benefits by utilizing artificial intelligence (AI) technology provided by Google. The agency has over 10,000 outstanding appeals, with 1,500 of them stemming from the pandemic. The AI system is expected to significantly reduce the time it takes to process appeals, with the ability to issue a ruling within five minutes compared to the current three-hour process.
The use of AI in Nevada state government is still in its early stages, but some agencies have already started implementing the technology to improve efficiency and user experience. For example, the Silver State Health Insurance Exchange has been using a virtual AI agent to handle basic inquiries over the phone, freeing up employees to address more complex issues and reducing wait times. The Nevada Department of Motor Vehicles has also implemented an AI-driven chatbot to assist users with various queries.
While AI technology has shown promise in enhancing government services, there are also concerns about its potential risks and implications. Some legislators have expressed reservations about the technology, questioning its power and potential liabilities in case of malfunctions. Senator Skip Daly emphasized the importance of a cautious approach to AI integration, advocating for careful consideration of its usage in government operations.
The Office of the Chief Information Officer is responsible for overseeing the use of AI in state agencies, ensuring that the technology complies with data privacy laws and security measures. The office has released guidelines for AI use, with a more comprehensive policy in development through consultations with various stakeholders. State officials recognize the growing importance of AI in government operations and are calling for sustained support and funding to implement effective AI-related policies.
In addition to the DETR’s use of AI for unemployment appeals processing, the Silver State Health Insurance Exchange has implemented a virtual AI agent to assist with basic inquiries, resulting in decreased wait times and improved customer service. The agency is also piloting other AI initiatives to automate document processing and provide employees with a chatbot for procedural questions. The Nevada DMV has leveraged AI technology through a chatbot to streamline customer interactions and plans to introduce a more advanced platform to enhance user experience.
Despite initial hesitations, agency officials remain optimistic about the benefits of AI technology in improving government services. Christopher Sewell, the director of DETR, emphasized the need for flexibility in AI policies and expressed interest in exploring additional uses of AI, such as in call centers and job assistance programs. As Nevada continues to embrace AI technology, policymakers are urged to adopt a forward-thinking approach to maximize the potential benefits of AI while mitigating associated risks.
