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

Area of Science:

• Computer Science
• Artificial Intelligence
• Human-Computer Interaction

Background:

• Chatbots are increasingly used for diverse services like customer support and e-commerce.
• Traditional chatbots evolved from rule-based systems to sophisticated AI-Chatbots.
• Public administration services remain an underexplored domain for chatbot applications.

Purpose of the Study:

• To survey the applications, challenges, architecture, and evolution of AI-Chatbots.
• To explore the potential of AI-Chatbots in customer-based and public administration services.
• To understand the feasibility of AI-assisted chatbot systems in enhancing governance.

Main Methods:

• Literature review of AI-Chatbot evolution, from Turing Test to advanced AI models.
• Analysis of chatbot applications across customer service and public administration sectors.
• Survey of existing research on AI-Chatbot capabilities and limitations.

Main Results:

• AI-Chatbots demonstrate significant capabilities in automating user queries accurately.
• The study identifies two primary service aspects: customer-based and public administration.
• Existing AI-Chatbot technology shows immense potential for improving public services and governance.

Conclusions:

• AI-Chatbots are effective tools for automated, accurate user query resolution.
• There is substantial untapped potential for AI-Chatbots in public administration, promising better governance.
• Further research and development can leverage AI-Chatbots for improved public service delivery.