Conversational AI for Government: Supporting Citizens at Scale

At Conversation Design Institute, we understand the higher stakes governments face when serving citizens. Answering a passenger query about their gate number is important — but guiding a vulnerable citizen through a benefits application demands far greater care, empathy and responsibility.

In this document, we provide insight into some of the distinctive considerations that underpin successful CAI projects in Government, along with a case study from our work with the IND (The Dutch Immigration and Naturalization Department).

Must Read for: CX Leader, Product Managers / Leaders, Digital Transformation Leads working in Government