Identifying use cases

Here are some use cases that may apply to your department’s business needs:

Operational need GenAI outcome Common GenAI use cases
Content generation (text, image, video) Generates completely novel content, instead of remixing and modifying existing content.
  • Generate public awareness campaign materials like fliers, website content, posters, and videos.
  • Generate visualizations of data.
Chatbots Leverages conversational models trained on massive dialogue datasets. Can have coherent discussions and execute tasks via conversation naturally.
  • Build a virtual assistant for common constituent questions.
  • Voice-enabled digital assistance.
  • Create a chatbot to guide users through services in their preferred language.
  • Increase first-call resolution for state customer service centers.
  • Reduce call wait and handle time at state customer service centers.
  • Create greater language access equity for program beneficiaries.
Data analysis Finds insights and relationships in data through learned knowledge about the world, without hand-coded rules or labeled training data.
  • Analyze healthcare claims or tax filing data to detect fraud.
  • Analyze network activity logs, identify cybersecurity anomalies and threats, and propose remediation actions.
  • Triage service tickets.
  • Identify root causes.
  • Provide resolution recommendations from historical tickets.
Explanations and tutoring Generates natural language explanations and tutoring through dialogue without human-authored content.
  • Explain program eligibility to potential enrollees.
  • Provide interactive tax assistance.
Personalized content Leverages user data, information and/or models to adaptively generate personalized content without explicit rules or large amounts of user data.
  • Auto-populate tax information and filing instructions based on a person’s needs.
  • Help auto-populate public program applications based on a person’s situation and household composition.
Search and recommendation Uses contextual cues to improve search relevance and provide useful recommendations.
  • Search or match state code regulations concerning specific topics.
  • Recommend government services based on eligibility.
Software code generation Generates code by learning underlying structure and patterns of code, without the need for human written examples. Can expand short descriptions into full programs.
  • Translate policy specifications, such as Web Content Accessibility Guidelines (WCAG) and Americans with Disability Act (ADA) requirements, into software code.
  • Generate data transformation scripts from instructions.
  • Accelerate adoption of human-centered design in state web-based forms and pages.
  • Reduce administrative costs and burden to developing and maintaining best-in-class state government websites.
Summarization Does not require human-written summaries as training data. Can learn underlying patterns of language to generate summaries.
  • Summarize public comments to identify key themes.
  • Summarize public research to inform policymakers.
  • Summarize statutory or administrative codes.
Synthetic data generation Allows generation of new diverse, anonymized data from existing datasets for analysis and experimentation.
  • Generate synthetic patient data for training healthcare AI.
  • Generate simulated tax records for training tax auditing AI.

Source: State of California Benefits and Risks of Generative Artificial Intelligence Report, November 2023.