Customer support · Production

Secure AI in Government: Use Cases for Citizen Services, National Security, and Policymaking

The problem

Government agencies must process vast amounts of information about millions of citizens with limited budgets while citizens endure long service wait times — callers to the UK tax authority waited over 10 minutes 60% of the time, and US Social Security callers averaged 16-minute waits in 2020, up from 3 minutes in 2011.

Workflow diagram · grounded in source
1
Citizen identity verification
trigger
“After securely verifying a user's identity, an AI assistant could – in multiple languages – provide personalized information and answer questions about their benefits”
2
AI assistant answers benefit queries
ai_action
“provide personalized information and answer questions about their benefits, such as their eligibility, required documentation, or payout calculations”
3
Emergency call urgency triage
routing
“Their solution integrates with 911 dispatch and electronic health records to filter low-urgency calls out from more urgent cases”
4
Multi-source intelligence synthesis
ai_action
“GenAI's ability to synthesize large volumes of external and internal data in real-time could streamline this process significantly. It could integrate live data such as weather information with historical context to generate options on t…”
5
Policy recommendation generation
output
“an agentic tool could identify regions with housing shortages, propose zoning rule changes, simulate the impacts, and then generate tailored policy recommendations”
Reported outcome

McKinsey estimates GenAI can have a $480 billion productivity impact on the public sector; BCG projects gains rising to $1.75 trillion annually by 2033, with the government GenAI market projected to grow 50% per year.

Reported metrics
GenAI productivity impact on public sector (McKinsey estimate)$480 billion
Annual GenAI gains in government by 2033 (BCG estimate)$1.75 trillion
Government GenAI market annual growth rate50%
UK tax authority callers waiting more than 10 minutes60%
Show all 7 reported metrics
GenAI productivity impact on public sector (McKinsey estimate)$480 billion
Annual GenAI gains in government by 2033 (BCG estimate)$1.75 trillion
Government GenAI market annual growth rate50%
UK tax authority callers waiting more than 10 minutes60%
US Social Security average wait time (2020)16 minutes
US Social Security average wait time (2011 baseline)3 minutes
Annual 911 calls volume240 million calls per year
Reported stack
AI-powered agentsCohere
Source
https://cohere.com/blog/secure-ai-in-government-use-cases
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

McKinsey estimates GenAI can have a $480 billion productivity impact on the public sector; BCG projects gains rising to $1.75 trillion annually by 2033, with the government GenAI market projected to grow 50% per year.

What tools did this team use?

AI-powered agents, Cohere.

What results were reported?

GenAI productivity impact on public sector (McKinsey estimate): $480 billion; Annual GenAI gains in government by 2033 (BCG estimate): $1.75 trillion; Government GenAI market annual growth rate: 50%; UK tax authority callers waiting more than 10 minutes: 60% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Citizen identity verification → AI assistant answers benefit queries → Emergency call urgency triage → Multi-source intelligence synthesis → Policy recommendation generation.

Related customer support cases