A survey on providing customer and public administration based services using AI: chatbot

Abstract

A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.

Revolutionizing education with AI: Exploring the transformative potential of ChatGPT

“…It involves the utilization of AI technologies, including intelligent tutoring systems, chatbots, robots, learning analytics dashboards, adaptive learning systems and automated assessment, so as to support and enhance the educational process (Chen et al, 2020). Specifically, a chatbot's capabilities may vary based on its technologies including natural language processing, machine learning, deep learning, and artificial neural networks (Nirala et al, 2022). Early chatbots utilized either keyword matching mechanisms (Weizenbaum, 1966) or natural language processing mechanisms (Melián-González et al, 2021).…”

Performance Evaluation Method of Public Administration Department Based on Improved DEA Algorithm

“…After the basic idea of DEA method was put forward in 1957, it was expanded to multi-input and multioutput efficiency evaluation model (CR model) under fixed scale returns in 1978. In 1984, the DEA model was improved and became an evaluation model covering technical efficiency and scale efficiency under variable returns to scale (CB model) [15]. In 1985, the academic circle proposed the sensitivity analysis of DEA mathematical model to recalculate efficiency values by gradually reducing input and output variables or the number of decision-making units, so as to conduct sensitivity analysis.…”

Artificial Intelligence-Enabled Chatbots in Mental Health: A Systematic Review

“…Conversational agents or Chatbots are AI-enabled software systems that can communicate with people using natural language across a text or voice-based interaction [10]. This technology has been constantly developing and is currently utilized in digital assistants such as Apples's Siri, Yandex's Alice, Amazon's Alexa and other virtual assistants, as well as consumer interfaces in electronic shopping and online banking [11]. Other applications of the technology include development of a new kind of digital mental health service called mental health chatbots, which has the potential to have a long-term influence on psychotherapy treatment [12].…”