Alaska's court system built an AI chatbot. It didn't go smoothly (www.nbcnews.com)

Alaska’s court system has been developing an AI chatbot called the Alaska Virtual Assistant (AVA) to assist residents with the complex probate process following a loved one’s death. Initially envisioned as a three-month project, the rollout has faced significant delays due to challenges in achieving the necessary accuracy and reliability—key requirements when dealing with sensitive legal information. The project's experience highlights the difficulties government agencies face in integrating AI solutions, contrasting sharply with the broader enthusiasm surrounding AI technology. With less than 6% of local government practitioners prioritizing AI, AVA's journey reflects a cautious approach amid a backdrop of rapid AI advancements. Technical hurdles included 'hallucinations,' where the chatbot generated incorrect information and incorrect response patterns that could mislead users. The team made adjustments to the AI's personality and content to better meet user needs, removing unnecessary empathetic responses that could detract from the utility of the chatbot. Although AVA is scheduled for launch in late January, the development team's ongoing need for human oversight exemplifies the challenges of deploying AI in high-stakes environments while maintaining costs and ensuring reliable user assistance. As such, AVA serves as a case study on the careful balance required in utilizing AI for public services.