AI as a translator?

Communication is the backbone of government action: applications, follow-up questions, decisions, objections — almost everything in administration is text, language, and interpretation. And this is exactly where problems keep cropping up: because the citizen doesn’t understand the wording in the application, because the founder only gets an answer to her question after 18 weeks — or, to put it briefly: because authorities and people don’t speak the same language. Can AI measurably improve communication between citizens and administration? A current study says: yes! There’s real potential here.

AI works well where communication is repetitive and rule-based. The AI applications examined don’t focus on decisions with legal consequences, but on the communicative steps before that, such as:

automated answering of frequent citizen enquiries

rewording official texts to make them more understandable

summarising complex procedural states

simplifying language for different target audiences

The study shows: it’s exactly in these areas that quality and response speed can be significantly improved.

But no opportunities without risks. When using AI in communication, the main one is giving wrong or incomplete answers. That’s why it’s crucial that citizens can always quickly bring in a human being if in doubt.

Would you think it’s a good thing if AI took over simple administrative communication?

Source: arXiv (2025): Enhancing Citizen–Government Communication with AI

Image: This image was created with the help of AI.

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