AI could make it easier for citizens to have their say, study finds

Analysis of 50 projects across 22 countries suggests artificial intelligence can help governments process public feedback, translate contributions and widen participation – but researchers warn of bias and digital exclusion

Artificial intelligence could make it easier for people to have a say in government decisions by helping officials analyse large volumes of public feedback, translate contributions and guide citizens through consultation processes, according to a new international study.

Researchers examined 50 examples of AI being used in citizen participation across 22 countries and found the technology could make public consultations more accessible, scalable and effective.

In Cambridge, an AI tool used to analyse responses to a public consultation in 2024 cut the time required by about 50 per cent, while in Finland more than 18,000 people took part in a national consultation using the AI-powered Polis platform.

The research found AI is already being used to identify patterns in large numbers of comments, translate and transcribe contributions, answer questions through virtual assistants and support the moderation and organisation of public participation.

But it also warns that biased data could influence results, opaque systems could damage public trust and AI could create new forms of digital exclusion. Governments are being urged to introduce safeguards, build expertise and involve citizens in deciding how the technology is designed and overseen.

The study, based on joint work by the OECD and Bertelsmann Stiftung, is published today in Artificial Intelligence and the Future of Citizen Participation.

“AI can only strengthen participation if it improves governments’ ability to listen to citizens without replacing democratic judgement, transparency and trust,” it said.

It added: “Ultimately, AI is, of course, no substitute for democratic participation. However, when used responsibly, it can help make participation more accessible, scalable and responsive.”

Researchers identified nine broad ways in which the technology is being applied to citizen participation: sense-making, information development, translation, transcription, virtual assistance, facilitation, moderation, simulation and participation architecture.

Among the most widespread are so-called sense-making systems, which can process large volumes of ideas and comments, identify recurring themes and summarise what participants are saying.

Translation and transcription tools can reduce barriers to taking part, while chatbots and other virtual assistants can help people find information and identify opportunities to contribute.

The Cambridge project provided one example of the potential time savings, with AI supporting the analysis of qualitative contributions to a public consultation and reducing the time required by around half.

Finland’s innovation agency Sitra, meanwhile, used the Polis platform in 2024 for its What do you think, Finland? consultation, which involved more than 18,000 people.

But the researchers warn that AI systems can reproduce biases in the data they use and that a lack of transparency about how conclusions are reached could undermine the legitimacy of public participation.

Public institutions may also lack sufficient AI expertise, while dependence on proprietary systems could leave them reliant on technologies whose source code, interfaces or formats remain under the control of their suppliers.

The policy brief recommends action in three areas – safeguards, the capabilities needed to use AI responsibly and greater public involvement in the design and oversight of the systems.

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