Affective computing in government | Deloitte Insights

The dawn of affective computing in government: Get ready for what’s coming

As the sun rises in her city, Lisa strolls through the local park that hosts a series of interactive kiosks, like the one she first encountered at the government service center. As she passes by one, it greets her warmly: “Good morning, Lisa.” Later in the day, at city hall, government officials review the sentiment analysis from social media and direct feedback from the park’s kiosks. They’ve already seen significant improvement in public sentiment toward the park. Its redesigned features, such as the closure of the main thoroughfare to cars at select hours and the addition of mood-driven lighting, have fostered a sense of safety and enjoyment. The park, once underutilized, now buzzes with community activity from dawn to dusk.

With advances in affective computing, it’s possible to imagine this scenario playing out sooner rather than later. OpenAI released ChatGPT in November 2022, and it received one million visitors in its first five days. In less than a year, it hit 100 million weekly users with over two million developers working on its application programming interface.¹² It’s a testament to the rapid advancement of AI that there is now a shift from purely transactional interactions with machines to more conversational, and even relationship-based, exchanges.¹³

In the next three to five years, model interaction design is expected to be a pivotal field of study and an essential organizational capability. Why? Because it seems likely that just as modern organizations have distinct-yet-collaborative units, such as human resources or finance, the organizations of the future could have specialized, distinct-yet-collaborative AI models to help them achieve their missions. Of course, it’s possible that organizations completely restructure given the rise of AI, but in the medium term, it may be more likely that the deployment of AI capabilities across an organization (which is already taking place) is informed by familiar organizational structures, ones that made sense prior to AI but that will likely require redesign now.

In this future, affective computing could be embedded in specialized AI models across organizations to create more comprehensive, predictive, and personalized outcomes. For example, in a future military application, this approach could enhance training and operational readiness. Real-time emotional data from soldiers in the field could be analyzed to manage stress and optimize performance, triggering immediate interventions like mission adjustments or support resources if certain thresholds are met. This affective data could also inform the organization’s AI model responsible for generating training scenarios. The model could tailor training simulations to replicate and address field stressors more effectively, creating a feedback loop that can continually refine training programs. This interconnected AI system could not only enhance soldier welfare but also help ensure continuous improvement in mission preparedness and execution.

To embrace this affective computing–enabled future and effectively integrate this technology into public services, government leaders can consider taking these steps.

• Initiate small-scale pilot programs to test and gather data on affective computing applications.
• Provide training for employees on these technologies and their ethical considerations.
• Collaborate with tech companies and academic institutions to stay updated on advancements and best practices.
• Create robust ethical guidelines focusing on privacy, consent, and bias mitigation.
• Incorporate affective computing capabilities into existing digital platforms and services.

Affective computing has the power to be more than a tool; it can be a partner, helping us create a world that is not only more empathetic, responsive, and inclusive, but also safer and more enjoyable for all.