To Bot or Not To Bot? The Promise and Panic of Chatbots at #MACoCon

The conversation around artificial intelligence is shifting from whether counties should use these tools to how they can use them responsibly.

Artificial intelligence is rapidly becoming part of everyday operations, but “AI” can mean very different things depending on the technology being used. While much of the public conversation has focused on generative AI platforms like ChatGPT, many in the public sector are evaluating or already deploying chatbots designed for specific tasks, such as answering resident questions, assisting employees, or improving access to government information. At the same time, the 2026 General Assembly devoted significant attention to AI policy, demonstrating that even defining what constitutes a chatbot can carry important legal and regulatory implications. As local governments consider these tools, they must balance opportunities to improve efficiency and customer service with responsibilities related to transparency, cybersecurity, accessibility, records retention, and public trust.

Description:

As artificial intelligence tools continue to evolve, chatbots have become increasingly common across both public and private sector services, from customer service assistants to generative AI platforms. The 2026 General Assembly Session highlighted just how broad the definition and regulatory implications of the term “chatbot” can be. This panel will examine what a chatbot is − and is not − and explore how counties are using or evaluating chatbot technology to improve efficiency, support public services, and streamline internal operations. From internal knowledge assistants to 3-1-1 support bots, speakers will analyze examples alongside key considerations, including data accuracy, privacy, public records, accessibility, cybersecurity, procurement, vendor management, and public trust. Panelists will also discuss how local government chatbot implementations differ from commercial consumer-facing or companion AI tools, and what those differences mean for compliance, risk management, and responsible deployment.

Speakers:

  • Victoria Lewis, 311 Manager, Montgomery County
  • Ben Yelin, Program Director, Public Policy & External Affairs, University of Maryland Center for Cyber, Health, and Hazard Strategies
  • Kelly Schulz, CEO, Maryland Tech Council
  • Ben Winters, Director of AI and Data Privacy, Consumer Federation of America

Moderator: The Honorable Melissa Wells, MD House of Delegates

Date/Time: Wednesday, August 12, 2026; 10:00 am – 11:00 am

MACo’s Summer Conference, “Build What’s Next,” takes place August 12–15, 2026, at the Roland Powell Convention Center in Ocean City, Maryland. For more information, visit the conference website.

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