90% of Global Constituents Support AI in Public Service

A recent survey by NICE highlights a growing crisis in the UK, revealing that 35 million adults are potentially vulnerable, with many unaware of their status. Although self-identification of vulnerability has increased to 19%, a significant awareness gap persists, particularly among older adults. The report emphasizes the need for AI in customer service to detect vulnerability cues during interactions, as many individuals face challenges such as financial pressures and personal issues. In a parallel discussion, trust in AI remains low in the workplace, with only 1% of people willing to let AI make significant decisions, although many would trust it for insights. Meanwhile, public sentiment towards AI in government services is overwhelmingly positive, with 90% of respondents expressing willingness to engage with AI agents for improved government interaction. This signals a robust potential for AI to enhance both customer service and public sector engagement, provided human oversight is maintained.