Designing Effective Chatbot Solutions for the Public Sector: A Case Study from Ukraine

A Chatbot for Searching and Exploring Open Data: Implementation and Evaluation in E-Government

“…To design our experiment, we considered previous works that evaluate chatbots in e-government (e.g., [3,21]) and works that survey evaluation methodologies and metrics for conversational systems (e.g., [18,20,24]). In the next subsections, we describe the conducted evaluation methodology and the measured metrics.…”

“…Comparing the three types of conversational systems, we can state that information retrieval chatbots are the easiest to implement because they only require a search index, which can be automatically built using well-known open-source tools, such as Apache Lucene. 21 However, since they are based on simple keyword-based searches, they are not able to understand the semantics underlying the user's questions, and thus do not deal with complex, semantically rich queries.…”

The Adoption and Implementation of Artificial Intelligence Chatbots in Public Organizations: Evidence from U.S. State Governments

“…Although scholars have characterized chatbots in myriad ways, several primary features can be derived across various characterizations. Typically, information retrieval and natural language processing (NLP) serve as the technological backbones of chatbots (Aoki, 2020; Baldauf & Zimmermann, 2020; Lommatzsch, 2018; Petriv et al, 2020). Thanks to these technologies, chatbots can act as experts, understanding spoken or written inputs and offering useful and accurate responses to narrowly defined requests (Androutsopoulou et al, 2019; Lommatzsch, 2018; van Noordt & Misuraca, 2019).…”

“…From the government's side, the most frequently highlighted advantage is that chatbots help to reduce the administrative burden of public organizations, relieving staff from mundane tasks (Androutsopoulou et al, 2019; Carvalho & Barbosa, 2019; Lommatzsch, 2018; Makasi et al, 2022; Petriv et al, 2020; van Noordt & Misuraca, 2019). Chatbots can also be a valuable tool for improving citizen–government interactions and enhancing civic engagement by conducting surveys and gaining citizen feedback (Androutsopoulou et al, 2019; Petriv et al, 2020; van Noordt & Misuraca, 2019). As another benefit, they reduce service delivery costs (Carvalho & Barbosa, 2019; Keyner et al, 2019; Makasi et al, 2022).…”

“…Some studies have focused on the technical aspect of government chatbots, namely, how to design and construct databases, user interfaces, and technical architecture to ensure a better response to citizens’ inquiries (Androutsopoulou et al, 2019; Lommatzsch, 2018). Other studies have shed light on the organizational, institutional, and contextual factors that affect the use of chatbots (Baldauf & Zimmermann, 2020; Petriv et al, 2020; Wang, Lin, et al, 2022; Wang, Zhang, et al, 2022; Wright, 2021). Still, others have focused on the typology of chatbot-mediated services and associated public values (Makasi et al, 2020).…”