AI: If we build the right system, people will come
‘The ultimate success of AI for governments and the private sector will depend not simply on technical capability, but on the degree to which it is applied in ways that are trustworthy, transparent and focused on human needs,’ writes Amit Kumar Sharma, Chief Operating Officer, North America & Caribbean of VFS Global. / SUBMITTED PHOTO
In the past four decades, three innovations have fundamentally changed society: the personal computer, the internet and the smartphone. Each expanded access to information and services in ways that were previously unimaginable. Together, they transformed how people communicate, travel, work and interact with governments.
Today, artificial intelligence is emerging as the next great leap forward. The opportunities, challenges and possibilities it presents seem limited only by the human imagination.
Even as the potential of AI remains, in many ways, a discovery in the making, it is already being used in diverse and life-improving ways: enabling better decision-making in healthcare, disaster response and public transportation; increasing productivity, accelerating innovation and facilitating customer support; adjusting to market shifts, detecting fraud and strengthening cybersecurity.
The possibilities are significant.
But just as with the technological shifts that came before it, the ultimate success of AI for governments and the private sector will depend not simply on technical capability, but on the degree to which it is applied in ways that are trustworthy, transparent and focused on human needs.
These principles are at the heart of the Government of Canada's recently unveiled AI strategy. The strategy seeks to promote responsible AI through transparency, accountability and appropriate oversight. It recognizes that public trust will be essential if societies are to realize the benefits of AI while managing its risks.
That focus on responsible innovation resonates strongly with us at VFS Global.
From the outset, we partnered with the Responsible AI Institute to help ensure that governance, accountability and trust were built into our AI approach from the beginning. As organizations around the world explore the possibilities of AI, the most important question is not what the technology can do, but where it can create meaningful value for users while preserving confidence in the systems that support them.
For VFS Global, that value lies in improving the administrative and informational aspects of the customer journey. Our role is not to make decisions on behalf of governments. Rather, it is to help make visa and consular application processes more accessible, intuitive and user-friendly for applicants around the world.
Apply AI where it reduces complexity
This approach reflects a simple principle: apply AI where it reduces complexity for applicants, while ensuring that decisions continue to rest with the appropriate government authorities.
This begins with something surprisingly simple: helping people find the right information at the right time.
Anyone applying for a visa can face a complex set of requirements, processes and documentation requests. AI-powered tools can help applicants navigate that complexity more easily by improving digital wayfinding, providing answers to frequently asked questions, and helping users locate relevant information more quickly through intelligent chatbot capabilities.
There are also opportunities to simplify parts of the application journey that many applicants find challenging. Document preparation and upload processes, for example, can often be time-consuming and confusing. Used responsibly, AI-enabled tools can help guide applicants through these administrative steps more effectively, reducing friction and creating a smoother experience while maintaining appropriate safeguards and oversight.
The goal is not technology for technology's sake. The goal is to remove unnecessary complexity from the customer experience.
This distinction is important. Much of the public discussion around AI has focused on its future potential and risks. In our experience, the most immediate and practical value lies in helping people access information more easily, navigate services more confidently, and complete administrative tasks more efficiently.
When technology is designed around these objectives, it can improve accessibility for users with different levels of digital literacy, varying language needs and diverse levels of familiarity with government processes. It can make services more responsive while keeping people firmly at the centre of the experience.
Trust remains the defining factor.
People do not expect every digital service to be perfect. They do, however, expect services to be secure, transparent and reliable. That is why responsible governance, strong privacy protections and clear accountability must remain central to every AI deployment.
Canada's AI strategy recognizes this reality. Adoption will ultimately be measured not by the number of AI tools organizations deploy, but by whether those tools improve outcomes, solve real problems and strengthen public confidence.
The previous waves of technological change transformed how people access information, connect with one another and interact with institutions. AI offers an opportunity to make those interactions more intuitive, responsive and accessible than ever before.
If we build the right systems, responsibly, transparently and with people at the centre, people will use them with confidence.
