Citizen Services AI Market Size, Share, and COVID Impact Analysis, By Technology (Machine Learning, Natural Language Processing, Image Processing, and Face Recognition), By Application (Transportation Management, Government & Public sector, Healthcare, Public Safety, and Utilities), and Regional Forecast, 2024-2032

Citizen services AI refers to artificial intelligence for citizen services. It includes computer programs that simulate human conversations over chat to advance customer support.  It is powered by machine learning, and AI helps make welfare payments, and immigration decisions, detect fraud, improve veterans' care, and more.

AI being adopted considerably improve citizen access to present answers and formulate and fill out documents, specifically for routine tasks. Many AI case readings in citizen services are divided into the following categories; answering questions, searching records and filling out, routing requests, translating, and drafting documents.

The implementation of automation is expected to initiate the citizen services AI market. It denotes technological applications where human involvement is reduced and covers a range of applications, such as IT and business process automation. According to Deloitte Automation with Intelligence report, Various automation technologies, such as robotic process automation (RPA), are growing at 20% per year and are likely to reach USD 5 billion by 2024. Thus, increasing the adoption of automation technologies creates a growth opportunity for the market.

Impact of COVID-19 on Citizen Services AI Market:

The COVID-19 pandemic created a surge of urgency around digital transformation. Digital transformation accelerated the majority focus among organizations. According to IBM Institute for Business Value survey, around 59% of organizations have accelerated digital transformation during the COVID-19 pandemic.

Additionally, government officials had started working on initiating a new project for various citizen services through the help of advanced technologies such as artificial intelligence and machine learning to speed up the delivery of services to the people. Leveraging cloud computing and AI allows governments to modernize their systems. For instance,

• In September 2022, Amazon Web Services Inc. collaborated with the Government of Telangana to develop its cloud adoption framework to change the quality, scale and productivity of citizen service delivery for its residents nationwide. The government will migrate its information technology (IT) workloads to the cloud to quicken its eGovernance plans for citizen services through its 289 organizations and 33 departments.

Key Insights

The report will cover the following key insights:

• Micro Macro Economic Indicators


• Drivers, Restraints, Trends, and Opportunities


• Business Strategies Adopted by the Players


• Impact of COVID-19 on Citizen Services AI Market


• Consolidated SWOT Analysis of Key Players

Analysis by Vertical

The citizen services AI is used in various industries such as transportation management, government & public sector, healthcare, public safety, and utilities. The government and public sector are expected to show a major share in the market due to shifting towards digital transformation and delivering engagement and satisfaction to citizens to increase customer expectations.

Additionally, the government are taking various initiatives across the region to deliver cost-effectively improved services. For instance,

• In February 2022, the Indian government collaborated with WhatsApp by introducing MyGov Corona Helpdesk for the citizens to access the covid related services such as downloading certificates, booking vaccination slots and finding other resources through the WhatsApp chatbot-based services.

Thus, these factors mentioned above create a growth opportunity for the market.

Regional Analysis

Regionally, the citizen services AI market is fragmented into North America, South America, Europe, the Middle East & Africa, and Asia Pacific.

North America dominates the market due to increased growth attributed to services and growing adoption of cloud computing among the regional end-user.

Asia-Pacific is anticipated to expand significantly during the forecast period owing to rapid advancements in emerging technologies, a rise in IT infrastructure services, and government initiatives through acquisition with organizations to deliver citizen services AI. For instance,

• In July 2022, M2P Fintech acquired an identity verification services provider by integrating know-your-customer and Aadhar verification processes, including identity and onboarding services to financial institutions.

The distribution of the streaming analytics market by region is as follows:

• North America – 42%


• Asia Pacific – 29%


• Europe – 14%


• Middle East and Africa – 10%


• South America – 5%

Key Players Covered

The key players in the market include ServiceNow, Amazon Web Services, Inc., Accenture, IBM Corporation, Microsoft Corporation, Intel Corporation, Newgen Software Technologies Limited, and Microsoft Corporation.

Segmentation

Key Industry Developments

• November 2022: ServiceNow launched Service Request Playbook solutions to increase productivity for customers, employees and partners. This solution provides templates that support government agencies digitizing and automating queries, making it simple for citizens to request services through mobile devices, computers and third-party apps and track progress through resolution.


• May 2022: Department of Industry, Science, Energy and Resources (DISER), Sydney, partnered with ServiceNow to implement ServiceNow's protected platform to provide data security for government and industries.