Combining Human and Machine Intelligence to Foster Wider Adoption of e-Services

Hybrid Intelligence (HI) combines machine and human intelligence to overcome the shortcomings of existing AI systems, i.e. prevent the mistakes and failures that would be caused by an AI system working alone. This paper describes how the SIMPATICO project has used HI to contribute towards a further democratisation of e-services, i.e. making easier for citizens to complete the web-based services offered by public administrations (PAs). The Open Government solution proposed has been deployed and evaluated in three European pilots. This paper reflects on the results obtained applying the SIMPATICO solution to one of those PAs, i.e. regional government of Galicia in Spain. This reflection should help illustrating the ample potential of applying HI to give place to smarter more accessible humanfacing services.