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Review on the Application of Artificial Intelligence-Based Chatbots in Public Administration
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Author(s): Pablo Ramires Hernández (Universidad Autónoma del Estado de México, Mexico), David Valle-Cruz (Universidad Autónoma del Estado de México, Mexico)and Rafael Valentín Mendoza Méndez (Universidad Autónoma del Estado de México, Mexico)
Copyright: 2023
Pages: 23
Source title:
Handbook of Research on Applied Artificial Intelligence and Robotics for Government Processes
Source Author(s)/Editor(s): David Valle-Cruz (Universidad Autónoma del Estado de México, Mexico), Nely Plata-Cesar (Universidad Autónoma del Estado de México, Mexico)and Jacobo Leonardo González-Ruíz (Universidad Autónoma del Estado de México, Mexico)
DOI: 10.4018/978-1-6684-5624-8.ch007
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Abstract
Customer service continues to grow exponentially and is becoming more important every day, mainly because many companies, public and private organizations, are increasing the number of services they offer and the number of people who use them is also increasing. Given the above, business-to-customer service is an important strategy to ensure customer satisfaction. Artificial intelligence allows us to develop different tools, such as chatbots that can simulate human conversations providing customer service immediately. Unfortunately, according to the present research, the authors have realized that the architectures of existing chatbots, mainly those used in the public sector, are not fully efficient because they lack the use of artificial intelligence techniques and basically only consist of menus that provide information based on the selected option. Therefore, this chapter presents some improvements for the development and implementation of chatbots in public administration.
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