Researchers at Queensland University of Technology (QUT) are pushing for the use of AI-powered chatbots in an effort to lessen the ever-increasing workload that email communication places on employees of local governments. The paper, “Chatbot Adoption in Local Governments: A Review and Framework,” emphasizes how chatbots can revolutionize the way that effective channels of communication between citizens and governments are made possible. Under the direction of Professor Tan Yigitcanlar from QUT’s School of Architecture and Built Environment, the study illuminates chatbots’ unrealized potential to transform citizen-government relations.
Exploring the potential of chatbots
A viable way for local governments to improve service delivery and operational efficiency is through the introduction of AI-powered chatbots. Natural Language Processing (NLP) and machine learning (ML) are two examples of the cutting-edge technology that Professor Tan Yigitcanlar uses to explain how chatbots can be used for a variety of purposes. One of these uses is to automatically produce responses to user inquiry. Natural language processing (NLP) converts user queries into identifiable phrases and words so that chatbots can understand human intent. Machine learning techniques allow for iterative learning to improve response creation. Even more assistance for this seamless contact flow is given by dialogue management, which guarantees logical conversations between users and chatbots.
Also, using Application Programming Interfaces (APIs), chatbots can be seamlessly integrated with a variety of software programs and services due to their compatibility. chatbots can now create human-like responses thanks to Natural Language Generation (NLG), which raises user happiness and engagement levels. Empirical examples, like the local governments in Los Angeles that successfully implemented the Microsoft Azure chatbot CHIP, highlight the quantifiable advantages of chatbots in reducing email workload by as much as 50%.
Navigating ethical considerations
Since AI chatbots have the potential to revolutionize many fields, including municipal government, careful thought must be given to the ethical concerns of their broad use. The main author and QUT PhD candidate, Sajani Senadheera, draws attention to the moral dilemmas raised by AI models and implementations. Senadheera emphasizes the consequences of wrong and insulting answers, which led to the removal of Singapore’s Ministry of Health chatbot, “Ask Jamie,” by making reference to this instance. These occurrences emphasize how important it is that before using AI-powered technologies, governments thoroughly assess preparedness and ethical frameworks.
A number of important ethical and practical problems are raised as local governments consider integrating AI chatbots to expedite communication channels. In implementing chatbots, how can governments protect themselves from potential ethical hazards while yet making the most of technological advancements? The road to realizing chatbots’ promise to transform citizen-government relations is still full of opportunities and challenges, which stakeholders must negotiate as they work through these obstacles.
