Renata Kinyo
- University of Vienna, Institute of Marketing and International Business, Oskar-Morgenstern-Platz 1, 1090, Vienna, Austria
Katharina Auer-Zotloeterer
Christine Strauss
- University of Vienna, Institute of Marketing and International Business, Oskar-Morgenstern-Platz 1, 1090, Vienna, Austria
Abstract:
Recent developments in the field of information technology and the rapid rise in artificial intelligence-based applications are increasingly leading to the implementation of chatbots. In addition to the private sector, chatbots are also being more and more used in the public sector. If public administrations ensure the characteristics of service, system, and information quality with their chatbots, the interaction between citizens and government can be improved, and thus the customer experience can be turned for the better.
The study at hand provides insights into the status-quo of implemented chatΒ¬bots in selected Austrian public administration websites. Methodologically Yinβs embedded multiple case study approach is used, and is carried out on four cases from public administration and five cases from the energy sector. Based on the classic SERVQAL approach a 10-layer structure has been designed to make the performed tests with the chatbots transparent and comparable.
The results show for the analysed cases that the application of chatbot tech¬nology is still in its infancy, and is not yet being used: neither across the whole public sector nor at its potential functional capacity. Furthermore, the analysis revealed that there are major qualitative differences between the analysed chatbots. It was found that the currently implemented administration chat¬bots have potential for improvement in terms of their problem-solving ability, reliability, adaptability, user-friendliness, and information quality.
The results of the study are in line with previous findings in the literature that cast doubt on the ability of chatbots to replace traditional administrative services. In addition, the results are of interest to public authorities and administrations because they can help to improve their digital services through measures that were proposed as concluding recommendations
Tenth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research - LIMEN 2024 - International Scientific-Business Conference β LIMEN 2024: Vol 10. Conference Proceedings , December 5, 2024
Conference Proceedings published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia
ISBN: 9788680194929 , ISSN: 26836149 , DOI: 10.31410/LIMEN.2024
Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission.
