This playbook provides a practical roadmap for governments seeking to modernize citizen engagement through conversational AI and chatbots. It outlines key challenges in government–citizen communication, including lack of trust, outdated systems, accessibility barriers, and rising expectations for real-time service. The document introduces conversational experiences built on three pillars: a conversational communications platform, conversational AI, and preferred messaging channels. It details high-impact use cases such as voting assistance, tax guidance, public health updates, transport information, immigration support, motor vehicle services, and real-time citizen feedback. Strong emphasis is placed on ethics and compliance, covering data privacy, security, transparency, accessibility, an

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