Chatbot applications in government frontline services: leveraging artificial intelligence and data governance to reduce problems and increase effectiveness

Chian-Wen Wang, Bo-Ya Hsu and Don-Yun Chen

Asia Pacific Journal of Public Administration, 2024, vol. 46, issue 4, 488-511

Abstract: Taiwan has been developing digital technology for many years. Whether it is industry or government, Taiwan’s digitalisation level is among the highest in the world. This research aims to show how the application of chatbots and AI technology affects Taiwan’s local governments, what problems have arisen from its operations so far, and what key factors provide a better understanding of the effectiveness of chatbots. Contributions to the transformation of existing digital governments can be used to strengthen governance and political participation. This article adopts a case study approach. The research findings are based on the evaluation model constructed by literature review and in-depth interviews; this ideal model examined the operational effectiveness of existing local government chatbots. Through in-depth interviews, we discovered that human-robot collaboration would be the most beneficial model for using artificial intelligence in the future. In order to maximise the benefits of human-robot collaboration, government agencies must enhance organisational members’ understanding of artificial intelligence through education and training to help cross-domain communication and coordination activities with entrusted units and through education and training to build an organisational culture that supports the organisation’s digital transformation.

Date: 2024
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DOI: 10.1080/23276665.2024.2397677

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