A Typology of Chatbots in Public Service Delivery
A Typology of Chatbots in Public Service Delivery
Tendai Makasi,A. Nili,K. Desouza,M. Tate
2022 · DOI: 10.1109/MS.2021.3073674
IEEE Software · 34 Citations
TLDR
The typology contributes to effective chatbot-mediated service delivery in the public service context and presents several benefits for public service delivery.
Abstract
Chatbots are being used in an increasingly wide range of public services and present several benefits for public service delivery. Our typology contributes to effective chatbot-mediated service delivery in the public service context.