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Microsoft CEO: The Presence of Generative AI Will Drive Public Service Reform


Explore the transformation occurring in the field of public services with the strong emergence of Generative AI. From enhancing the efficiency of government officials' work to improving interactions between citizens and government agencies.

There is an explosion in the global use of 'Generative AI,' which is helping many nations improve public services and create a more efficient working environment for government agencies. Generative AI has begun to be widely deployed, resulting in significant improvements in citizens' experiences with public services in various areas, including administration, education, and healthcare.

Recently, VietNamNet had a conversation with Ms. Nguyen Quynh Tram, CEO of Microsoft Vietnam, to discuss the power of Generative AI in promoting social development, economic growth, and enhancing the quality of life.

Generative AI is currently acting as a powerful virtual assistant for humans. However, can this AI potentially replace government officials?

According to the CEO of Microsoft, the potential of Generative AI in the public sector is limitless, but that doesn't mean it will completely replace the roles of government officials. Instead, it will enhance their work efficiency and reduce costs. AI can help government officials save time in information retrieval, summarize meeting content, and simplify standard document drafting.

For example, the Singapore Government Technology Agency has used AI technology to efficiently complete daily tasks.

With AI support, government officials can dedicate more time to on-site research, interact with citizens, and engage in tasks that require assessment, creativity, and strategic thinking to make informed decisions and add value to their work.


In improving citizens' experiences with public services, what does Generative AI bring?

According to the CEO of Microsoft, one of the clear benefits of using Generative AI in the public sector is improving interactions between citizens and government agencies. Specifically, Generative AI technology can integrate with intelligent translation tools, helping citizens better understand the public services provided by the government, especially in multilingual countries like those in Asia.

For example, in India, residents of the village of Biwan use the Jugalbandi chatbot on the WhatsApp platform to perform various tasks, from receiving pensions to accessing information about university scholarships. This chatbot can understand questions in multiple languages, retrieve information about relevant programs, and then translate that information into the local language. This helps citizens save time compared to searching for information on the web and navigating through many links.

Read more: Meta Confirms Use Of Data From Facebook For Training AI

Is Generative AI really improving the quality of public services?

According to the CEO of Microsoft, Generative AI is opening up the future for personalized healthcare and education services, putting humans at the center. AI can record conversations between doctors and patients to provide diagnoses and medication recommendations. In education, AI can assist teachers in organizing classes and preparing lesson plans efficiently. AI can also be a high-quality virtual tutor, helping students improve their learning efficiency.

For example, the CoolE Bot chatbot in Taiwan, built on Microsoft's technology, helps high school students confidently practice speaking English. This is a powerful example of how Generative AI can support education.



Generative AI is expected to change our lives and how we access public services, especially in the Asian region. However, the development and deployment of this technology need to be carried out carefully, protecting privacy rights and ensuring accessibility for all citizens.

The future of Generative AI in Vietnam's public services is promising and will require careful consideration and learning from the successful experiences of other countries in the region to create an efficient working environment and a better service experience for the Vietnamese people.

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Source: Vietnamnet


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