Citizens visiting official websites of institutions and banks across the Western Balkans frequently encounter automated greetings such as, “I am your virtual assistant. Welcome!” Instead of direct interaction with human staff, inquiries are increasingly handled by chatbots or virtual assistants powered by artificial intelligence (AI). While this technological integration aims to streamline public services, the deployment of such tools remains largely unregulated by comprehensive legislation across the region.
The adoption and maturity of AI vary among nations such as Bosnia and Herzegovina, Kosovo, Montenegro, and Serbia, particularly within the scope of public administration. According to reports from Radio Free Europe, the use of these sophisticated AI tools within state institutions presents significant governance challenges. A notable concern involves the internal policies governing public sector employees.
Many state bodies reportedly lack clear guidelines detailing whether personnel are permitted to utilize generative AI tools—including platforms like ChatGPT, Copilot, or Gemini—during official working hours. This absence of standardized policy creates ambiguity regarding data privacy, accuracy of information provided by AI, and professional accountability. As governments and financial sectors continue to integrate advanced AI capabilities to improve citizen services, the need for robust, localized regulatory frameworks is becoming increasingly apparent to ensure that technological advancement is paired with clear governance standards.
Topics: #artificial #intelligence #western
