ChatBots
Discussion table
Learn from
About the session
ChatBots are set to play a growing role in government - with external and internal service users - as they allow for 24/7 customer service, free up human resources to focus on more complex tasks, and enhance the user experience with rapid, accurate and personalised responses.
AI-simulated natural language conversations are already being used on government websites, mobile apps, and social media platforms to provide immediate responses to citizens' inquiries, guide them through complex processes, reporting issues and scheduling appointments. What comes next?
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Rise of the Machines: Where and how can government departments deploy chatbots most effectively in their services?
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User Experience: A chatbot is only as good as its programming and learning capacity. How do we maintain and upgrade our chatbots to ensure they continue to keep pace with the needs of citizens?
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AI Transparency: It's important for users to understand when they are interacting with a chatbot versus a person, and that the basis for AI decisions is clear. How can we implement transparency practices in our chatbot interactions without compromising the user experience?