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See How IT Leaders Are Tackling AI Challenges and Opportunities
New research from CDW reveals insights from AI experts and IT leaders.
Apr 25 2025
SoftwareTraining remains a stumbling block for adopting artificial intelligence across all industries.
Ryan Petersen has worked in publishing for more than two decades, most of it spent creating award-winning content and strategy for CDW’s family of tech magazine brands. As editor-in-chief, he works with his team to develop compelling and useful industry-focused stories to share with the technology world. Outside of work, Ryan enjoys spending time with his children, traveling, online gaming, and following Iowa Hawkeye sports and Cubs baseball.
About half of all states are using artificial intelligence for chatbots, according to a 2024 survey by the National Association of State Technology Directors. The National Association of State Chief Information Officers (NASCIO) also identifies using chatbots to support citizen services as a top generative AI use case for state governments.
A new CDW AI Research Report finds that it is increasingly common for organizations across all verticals to use public-facing chatbots for customer interactions. In a survey, 68% of respondents said they have or soon will adopt chatbots, and 17% said plans are in the works. Chatbots improve the customer experience by reducing the time customers must spend waiting for a response, and they can often solve problems without interacting with a human worker. A chatbot also can produce a detailed summary of a citizen's interaction with it for an instant record of the inquiry.
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Meanwhile, CDW's survey says most organizations have a documented AI strategy (75%), but only about a third (34%) have fully deployed their high-priority AI projects. About 98% of respondents say they have begun at least one AI project, while 48% say they have initiated three to five projects.
In addition to chatbots, StateTech has witnessed some common AI use cases across state and local governments including intelligent document processing and cybersecurity threat detection and alerts.
Governments Face AI Recruiting and Training Challenges
One of the biggest challenges to adopting AI cited in the CDW AI Research Report is a lack of qualified and trained personnel. In the survey, 26% of IT leaders say one of their biggest challenges is recruiting talent and training people. They agree they could do more if they had the right people; 62% say they have trouble executing otherwise good AI ideas.
Pennsylvania CIO Amaya Capellán has overcome this challenge in part through a ChatGPT project pilot. Capellán administers an enterprise ChatGPT platform that has empowered a large group of employees to experiment with it and discover applications for their work.
Through organizations such as NASCIO, government IT leaders can share the results of these types of experiences to enhance public sector understanding of AI use cases and improve their adoption across agencies.
UP NEXT: Is your IT infrastructure ready for AI?
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