This morning, my local television station informed me that today is AI and Work Day. Naturally, I decided to celebrate by seeing what artificial intelligence had been put to work doing.
That led me to a brand-new website: America.gov.
Anyone who has ever tried to determine whether a question belongs to Social Security, Medicare, the Internal Revenue Service, the State Department, or some other federal agency knows that finding the right office can be harder than solving the original problem.
The federal government operates thousands of websites, each containing its own programs, forms, instructions, terminology, and departments. Until now, citizens were often expected to understand the structure of the federal government before they could find the information they needed from it.
America.gov is designed to change that.
Ask a Question Instead of Choosing an Agency
The site allows people to ask ordinary questions in ordinary language. You do not have to begin by knowing which department handles your problem.
You might ask:
- How do I renew my passport?
- When should I enroll in Medicare?
- How do I update my address with Social Security?
- Where can I check the status of my federal tax refund?
- How do I apply for a student loan?
- How can I reserve a campsite in a national park?
The site’s artificial intelligence gathers information from official federal sources, gives you a conversational answer, and directs you toward the appropriate government website.
According to reports accompanying its September 29 launch, America.gov is intended to bring information from approximately 29,000 federal websites into one searchable starting point. It does not presently require users to create an account merely to ask questions.
That is a very practical use of artificial intelligence.
A Guide Through the Government Maze
America.gov does not eliminate the individual agencies. The IRS still handles taxes. Social Security still handles retirement and disability benefits. The State Department still handles passports.
What the new site provides is a knowledgeable guide standing at the entrance to the maze.
Instead of wandering through search results, outdated pages, unfamiliar abbreviations, and departments with similar names, a person can begin by describing what she needs. The AI then helps identify the correct path.
Future versions are expected to go further. The government has announced plans to eventually allow people to begin or complete certain forms, applications, and renewals through the same central portal.
If that works well, it could make federal services substantially easier to use—especially for people who are uncomfortable navigating dozens of unfamiliar websites.
Keep One Sensible Precaution
AI can organize an enormous amount of information and explain it in understandable language, but it can still make mistakes.
Important information involving legal rights, taxes, benefits, eligibility requirements, documents, or filing deadlines should always be confirmed through the official agency page linked in the answer.
Think of America.gov as the guide who helps you find the correct door. Once you arrive, read the instructions posted by the agency responsible for what happens behind that door.
AI Doing Useful Work
Public discussions about artificial intelligence often concentrate on what AI may do someday. America.gov offers an example of what it can do right now: take a confusing collection of information and help an ordinary person find a useful path through it.
That seems like an excellent way to celebrate AI and Work Day.
Artificial intelligence does not have to replace the person trying to accomplish something. Sometimes its best job is simply to help that person find the right door.
Visit America.gov and try asking it a question of your own.