Page 37 - Federal Computer Week, January/February 2019

More on automation
Building a better chatbot
Robotic process automation can help make agencies’ internal chatbots more useful
NASA paves the way for RPA
The agency’s shared-services center is working out the kinks in robotic process automation ahead of an agencywide rollout
Agencies see big upsides to RPA
Over 20 federal agencies are experimenting with robotic process automation, a technology that some estimate could save the federal government billions of dollars
Digital voice assistants in the office
Scientists at NASA’s Jet Propulsion Laboratory are testing whether chatbots and tools like Alexa and Google Home can automate common office workflow tasks
Find this coverage and more on FCW’s sister site, GCN. Go to GCN.com/emerging-tech.
information into GSA’s financial system for purchase-card holders, and another sends notifications when invoices are nearing their due date. GSA officials plan to deploy RPA on larger, higher- value applications, such as data entry, to automate hundreds of thousands of hours of human labor, RPA Program Director Ed Burrows said late last year.
Virtual assistants
On the same continuum as chatbots are virtual assistants. Gartner defines a typi- cal tool as “a conversational, computer- generated character that simulates a conversation to deliver voice- or text- based information to a user via a web, kiosk or mobile interface.”
Baker said a virtual assistant takes chatbots a step further because the technology can involve multiple chat- bots and automate several functional areas. In addition, a virtual assistant can capture a user’s behavior and adapt how it interacts with that person based on activity patterns.
And unlike chatbots, virtual assis- tants are usually dedicated to managing a few users’ needs, said David Schub- mehl, a research director for cognitive/
AI systems at IDC. “For example, having a virtual assistant [could help] me with my calendar scheduling and/or being able to answer questions and potentially being able to surface content related to things I’m working on,” he added.
One of the best-known virtual assistants is Amazon’s Alexa. The voice-enabled system can set alarms, make to-do lists, play music and news updates, and control smart home devices. Users can download additional “skills,” or third-party apps, to extend Alexa’s capabilities.
In 2016, Mississippi became the first state to launch an Alexa skill. MSI’s Wil- son said the app started with frequently asked questions and has expanded to include responses to queries such as “Who is my elected official?” or “What is the number to reach the Public Safe- ty Department?” It also offers real-time traffic alerts and news from Mississippi Public Broadcasting. Last year, the state made the same information available to Google Home users.
Innovative modernization
The push for IT modernization isn’t just about replacing and revamping
aging equipment. It is about adopting cutting-edge technology, and the clamor for automated solutions is only getting louder.
In response to such demands, Office of Management and Budget Direc- tor Mick Mulvaney sent a memo in August 2018 stating that the agency plans to use RPA and AI to “execute repetitive administrative tasks and sig- nificantly reduce the burden on federal employees.”
In addition, GSA’s Emerging Citizen Technology Office has launched an open-source pilot project to help federal agencies make their services available via Amazon’s Alexa, Google Assistant and Microsoft’s Cortana.
At the state level, the number of CIOs who say AI will be the most impactful emerging technology in the next three to five years rose from 29 percent in 2017 to 58 percent in 2018, according to a NASCIO report.
Baker said the future is bright for chatbots and virtual assistants. “It’s a very compelling value proposition for the user because you don’t have to learn anything,” he added. “All you have to do is be able to ask a question.” n
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