The crisis arrived with the growth of chatbot-generated correspondence. The problem is growing: users can create AI messages in just minutes, while human employees need much more time to analyze and respond to these requests. An example of this situation is represented by the work desk of Joanna Partridge, a senior caselaw in the parliamentary service of a political party. Hollie Wickens, a high-level official, says, 'The traffic of AI began as a stream less than a year ago and now it is an assault.'

Moreover, public organizations are faced with a wide range of problems, including legal requests and local challenges. These requests, often complex to read and respond to, have become much more complex and demanding to manage, even though the official has decades of experience in her position. This change is not only an increase in the complexity of requests but has also made the job more difficult for public authorities. 'It is certainly more physically tiring,' adds Partridge.

The scene was different a few years ago, when people needed time to do research, fill out forms, or write formal emails. But with the advancement of chatbot-generated correspondence, these activities have transformed into simple requests that can be answered by chatbots. The consequences of this change are evident: public organizations must dedicate more time to their responsibilities, thus increasing their complexity and dependence on human staff. This negative impact can lead to significant losses for public organizations, compromising so the quality of services offered to citizens. The problem is growing and is growing with the rapid advancement of generative AI tools, such as ChatGPT, Claude, Copilot, and others. These chatbots have allowed users to access free legal consultation, for example, without having specialized knowledge. This has led to the creation of a high-pressure demand and contestation, pushing public authorities towards a negative impact. END OF SOURCE