Faculty Journal Articles and Book Chapters
ORCID (Links to author’s additional scholarship at ORCID.org)
Orly Mazur: https://orcid.org/0000-0002-3271-8768
Abstract
The release of ChatGPT demonstrated the remarkable capabilities and the existing limitations of large language models (LLMs) and the natural language chatbots that they power. One area that is ripe for innovation using this new technology, but that has often been bypassed in mainstream discussions, is the public sector.
This Article redirects attention towards this overlooked area, acknowledging the limitations of LLMs, while specifically exploring their potential to transform government operations. The Article discusses the various technological advancements that allow for the development of tools far more refined than the general-use chatbots commonly available to the public. The Article then introduces a dual-category framework for proposing potential government AI applications: applications that improve external government operations and those that streamline internal operations. Using tax administration as a case study, the Article illustrates how generative AI, such as LLMs, can respond to well-known issues within the administration of law by substantially enhancing the quality of government communications, thereby improving operational efficiency and promoting equitable access to government services.
The Article makes several innovative, practical proposals. These include leveraging LLM-powered chatbots to manage interactions with non-government entities, strategically integrating LLMs into workplace training and customer service processes, and developing various AI tools to mitigate service disparities faced by marginalized communities. These recommendations underscore the promising potential that LLMs have in this area, despite their current shortcomings. Ultimately, however, the Article concludes that to fully harness the benefits of generative AI within the public sphere, a concerted, inclusive effort involving a broad spectrum of stakeholders is necessary. Such a collaborative effort holds the promise to redefine public service delivery in a manner that enhances the efficiency, effectiveness, and overall quality of government services.
Publication Title
Tennessee Law Review
Document Type
Article
Keywords
law and technology, AI, chatbots, government efficiency, tax, tax administration
Recommended Citation
Orly Mazur & Adam Thimmesch, Beyond ChatGPT: Transforming Government with Augmented LLMs, 92 Tenn. L. Rev. 87 (2024)
