A Typology of Chatbots in Public Service Delivery
Tendai Makasi, Alireza Nili, Kevin C. Desouza, Mary Tate
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.
Topics & Concepts
ChatbotTypologyService delivery frameworkContext (archaeology)Service (business)BusinessService designPublic serviceComputer scienceProcess managementWorld Wide WebPublic relationsMarketingSociologyPolitical scienceHistoryArchaeologyAnthropologyAI in Service InteractionsPersona Design and ApplicationsTechnology Use by Older Adults