Dáil Éireann Debate, Wednesday - 21 January 2026
203. Deputy Malcolm Byrne asked the Minister for Justice, Home Affairs and Migration if any website or other platform operated by his Department uses an AI-enabled chatbot; if there are plans to use chatbots; in what circumstances; and if he will make a statement on the matter. [4839/26]
Amharc ar fhreagraA comprehensive programme of work is underway in my Department to deliver on our strategy to replace legacy and manual processes with new business models. These are underpinned by effective digital solutions. This programme will support us in achieving the objectives set out in the 2022 National Digital Strategy, Harnessing Digital: The Digital Ireland Framework.
My Department's Immigration Service Delivery customer service portal, the Digital Contact Centre (DCC) incorporates a chatbot using Microsoft Copilot to provide assistance to service users and staff. The DCC is an authenticated and secure customer portal that provides service users with the ability to:
• View the status of their applications
• Book an appointment to register their permission in the State
• Submit and track queries
• Receive notifications regarding queries and application status updates
Registered DCC users can interact with the chatbot and enter information into it. The chatbot operates within an authenticated and secure customer portal and has been trained only on information published on the Immigration website. This ensures that responses are accessible and based solely on verified, up-to-date, and publicly available content. Users are clearly informed that they are interacting with an AI system and are advised to verify the information provided. There is no post-processing of private data by the chatbot. The chatbot is designed to provide general guidance and does not carry out actions or make decisions.
More complex queries may need human intervention, and the service user is directed to a staff member where this occurs. The service user also has the option of contacting a customer service team member at any stage of the process and are not required to interact with the chatbot.
My Department complies with the “Guidelines for the Responsible Use of AI in the Public Service” issued by the Department of Public Expenditure, Infrastructure, Public Service Reform and Digitalisation also with guidance issued to all Government Departments by the National Cyber Security Centre (NCSC) in relation to the cyber security aspects. The approach taken is low-risk, transparent, and in line with national AI and procurement guidelines. AI tools are used to enhance efficiency and accessibility but do not make decisions affecting individual rights. Continuous monitoring, human oversight, and clear disclaimers ensure responsible and ethical use.
My Department plans to continue to assess the opportunities presented by all digital tools, including AI, to improve the delivery, security, efficiency, and accessibility of services to our service users. Approval for adoption of any new tools or solutions is subject to appropriate governance processes, including risk assessment.
