Gartner Research

Conversational Artificial Intelligence Will Drive 'Citizen-Centric' Services for Smart Cities

Published: 24 May 2018

ID: G00325052

Analyst(s): Bettina Tratz-Ryan


Artificial intelligence is leading to a more "citizen-centric" services model by enabling smart conversational interfaces and chatbots that personalize and contextualize city services. CIOs should exploit conversational AI for smart services delivery and improved operations efficiency.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • AI-Powered Chatbots Personalize and Simplify Citizen Services
    • Citizen-Facing Services
    • City Service Back-End Operations
  • Advanced Analytics in Chatbot Deployments Will Improve Decisions and Citizen-Facing Services
    • Embrace Artificial Intelligence and Chatbots
  • Scaling Conversational AI Leads to Operational Changes

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