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Britain to use "AI" to answer taxpayer's letters

Concern comes as Whitehall struggles to hit customer service targets

This tool, which was developed by data science experts in the department, helps civil servants respond to thousands more questions quickly and on time.” But the civil serrvice trade body, the Public and Commercial Services (PCS) union, warned that the AI tool could be developed “on the cheap”, leading to correspondence being misread. Fran Heathcote, PCS general secretary, said that while the union has no objection in principle to AI, that training the tool “properly takes a long time and considerable resources”.

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