Gartner estima que menos del 25% de las organizaciones gubernamentales tendrá servicios al ciudadano basados en inteligencia artificial generativa para 2027.
El avance irrefrenable de la inteligencia artificial (IA) generativa ha encontrado en las instituciones públicas un obstáculo. Según vaticina Gartner, menos del 25% de las organizaciones gubernamentales tendrá servicios al ciudadano basados en la IA generativa con vistas al 2027. En este sentido cabe destacar que el miedo al fracaso público y la falta de confianza de la comunidad en el uso público de la tecnología ralentizarán la adopción durante el citado trienio.
Como todas las industrias durante los últimos 15 meses, los gobiernos han estado explorando las oportunidades y riesgos asociados con el surgimiento de la IA generativa. Tal y como se desprende de la encuesta anual de Gartner a más de 2.400 CIO y ejecutivos de tecnología, únicamente el 25% de los gobiernos han implementado o planean implementar la citada tecnología durante los próximos doce meses. Otro 25% planea desplegarla en los próximos 24 meses. «Si bien los gobiernos se han estado beneficiando del uso de tecnologías de IA más maduras durante años, el riesgo y la incertidumbre están frenando la adopción de la IA generativa a escala, especialmente debido a la falta de controles tradicionales para mitigar la deriva y las alucinaciones», afirma Dean Lacheca, vicepresidente analista de la consultora de investigación.
«Además, la falta de empatía en la prestación de servicios y el incumplimiento de las expectativas de la comunidad socavarán la aceptación pública del uso de la IA generativa en los servicios orientados a los ciudadanos». Cabe destacar que la encuesta realizada por la firma de análisis e investigación se centró en establecer un marco de gobernanza inicial para respaldar la experimentación y la adopción limitada. He aquí cómo abordar la cuestión.
Con el fin de plantar cara a la situación, la consultora recomienda que los gobiernos continúen implementando activamente soluciones de IA generativa para mejorar los aspectos internos y la experiencia de los ciudadanos con la administración. «La adopción de la IA generativa por parte de las organizaciones gubernamentales debe avanzar a un ritmo que esté alineado con su apetito por el riesgo, para garantizar que los primeros pasos en falso en el uso de la IA no socaven la aceptación comunitaria de la tecnología en la prestación de servicios gubernamentales», dice Lacheca. «Esto significará que las oportunidades administrativas progresarán más rápidamente que los usos de la tecnología para servir directamente a los ciudadanos».
Según Gartner, las instituciones gubernamentales pueden acelerar la adopción de la IA generativa centrando el tiro en el desarrollo de casos de uso que afectan predominantemente a los recursos internos, evitar los riesgos percibidos asociados con los servicios de cara al ciudadano y desarrollar conocimientos y habilidades vinculadas con la tecnología. También deben generar confianza y mitigar los riesgos asociados mediante el establecimiento de marcos transparentes de gobernanza y garantía de la IA para las capacidades impulsadas y adquiridas internamente.
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