Albert, the French ChatGPT: a trusted ally for public services?

In a world where digital technology is becoming increasingly prevalent, Albert, the artificial intelligence developed by the French government, aims to provide valuable assistance to public service employees. Presented as a true ally in simplifying administrative procedures, does this innovation live up to expectations? A journalist from the program “Cash Investigation” spent a week in a France Services office to concretely evaluate the effectiveness of this tool. What is the level of trust we can place in it, a true GPT Chatof public service, and how will it position itself in the French administrative landscape in 2025? Albert: A government ambition for artificial intelligence serving citizens France, in its quest for innovation, has decided to explore the possibilities offered by artificial intelligence. With

Albert

, the government sought to create a tool capable of facilitating the work of civil servants, particularly those working in France Services offices. These structures play an essential role in helping citizens with their administrative procedures, ranging from pension applications to tax matters. A tool designed to assist public officialsAt the origin of this project, the former promise of Gabriel Attal, then Prime Minister, suggested a future where

Albert

would be perceived as a valuable aid. However, testing in several France Services offices revealed more nuanced realities. Indeed, the tool is exclusively intended for officials and not for users. Thus, the question of its effectiveness rests on the ability of these officials to interact with and trust this digital assistant. Expectations versus reality: a critical test During his immersion, the journalist was able to realize, through the observation of one of the employees, Nathalie, that

the tool

was a far cry from the initial ambitions. Out of a series of one hundred questions posed to Albert, she estimated the correct answer rate at only 10%. She found it absurd that Albert didn’t know that renewing an ID card in case of loss cost €25, information that should have been basic. This example highlights the limitations of artificial intelligence in a field as delicate as administrative work. Agent expectations: Facilitating daily tasks Reducing administrative errors Saving time in processing requestsFacilitating daily tasks

• Reducing administrative errors
  • Saving time in processing requests
  • Feedback on Albert:
  • Unreliable information provided
• Employee frustration with inaccuracies
• Lack of positive impact on users’ daily lives
• Unreliable information provided
• Employee frustration with inaccuracies
  • Lack of positive impact on users’ daily lives
  • A minister faces criticism: Albert’s future beyond failures
  • In this context, Élise Lucet questioned Clara Chappaz, the Minister Delegate for Artificial Intelligence and Digital Technology, about Albert’s poor performance. According to her, the program is still in the experimental phase and is intended to be a learning tool, likely to evolve and improve over time. Fearing a similar development, many wonder if this AI will ever truly fulfill its assigned functions.
• Evaluation Criteria
• Albert’s Performance
• Agent Feedback

Answer Accuracy

10% CorrectFrustration with Frequent ErrorsEase of Use

Continuously evaluate results

The path to improvement: Collect feedback from the field to optimize the toolTrain employees in the use of AI Adopt a collaborative approach between technicians and employees Collect feedback from the field to optimize the tool

• Train employees in the use of AI
  • Adopt a collaborative approach between technicians and employees
  • Trust in digital technology: the importance of human interaction
  • Beyond simple technology, trust is essential in the relationship between public service employees and artificial intelligence tools such as Albert. The latter must be seen as a complement to, and not a substitute for, human communication. Perhaps the glimmer of hope lies in striking a balance between human skills and the possibilities offered by digital technology.
• The benefits of a human approach to digital tools
• To build trust in the use of
• Albert
• , training agents and raising awareness of these new technologies would become essential. This process could also include establishing a feedback process where agents could share their successes and failures with the tool. This knowledge sharing could be a real lever for improving the perception of AI in the public service world. Benefits of a Human Approach:
  • Enriching Feedback
  • Creating a Bond of Trust between the Tool and its User
  • Adapting Systems to the Reality on the Ground
• Enriching Feedback
• Creating a Bond of Trust between the Tool and its User
• Adapting Systems to the Reality on the Ground

Communication Strategies:

Regular Discussion Sessions Sharing Success Stories with Albert Listening to Employees’ ConcernsRegular Discussion SessionsSharing Success Stories with Albert

Listening to Employees’ Concerns

Conclusion on Albert’s Future in the Public ServiceThis critical analysis ofAlbert

• foreshadows the challenges that lie ahead for this artificial intelligence. The promise of a modernized public service must be combined with a rigorous evaluation of the system’s performance. The more constructive the exchange between humans and AI, the more trust can be established, thus enabling a real improvement in the user experience.