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2020 | OriginalPaper | Buchkapitel

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

verfasst von : Yulia Petriv, Regina Erlenheim, Valentyna Tsap, Ingrid Pappel, Dirk Draheim

Erschienen in: Electronic Governance and Open Society: Challenges in Eurasia

Verlag: Springer International Publishing

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Abstract

The goal of this paper is to identify the concerns of various stakeholders as well as limitations and enablers that affect the design of chatbots in the public sector. We are looking into a case from Ukraine, the LvivCityHelper bot solution, and describe the surrounding conditions and factors that determine the chatbot performance. The outcomes of the study are based on a comprehensive analysis of the state of the art and twelve interviews with experts who are involved in the LvivCityHelper bot project. The derived data is then exhibited as an exhaustive interpretation of stakeholders’ concerns on various aspects of chatbot application in public e-services. The key findings from the interviews are compared with existing work, and inclusive and exclusive crucial factors in effective chatbot services are defined. Finally, we provide suggestions and recommendations on how to fill the detected gaps that may improve the design, implementation and functioning of chatbot solutions that serve citizens’ needs.

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Titel: Designing Effective Chatbot Solutions for the Public Sector: A Case Study from Ukraine
verfasst von: Yulia Petriv
Regina Erlenheim
Valentyna Tsap
Ingrid Pappel
Dirk Draheim
Verlag: Springer International Publishing
Buch: Electronic Governance and Open Society: Challenges in Eurasia
Print ISBN: 978-3-030-39295-6

Electronic ISBN: 978-3-030-39296-3

Copyright-Jahr: 2020
DOI: https://doi.org/10.1007/978-3-030-39296-3_24

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