The Future of the Public Sector: Era of Artificial Intelligence and Chatbot Applications

Introduction

Artificial intelligence (AI) refers to the field where computer systems enhance their processing capabilities by utilizing algorithms designed to mimic human intelligence to perform various tasks. For several years, AI methodologies have been instrumental in augmenting the caliber of decision-making and enhancing the resolution of complex issues spanning a variety of sectors. This enhancement is facilitated through the deployment of diverse forms of machine intelligence, encompassing natural language processing, robotics, expert systems, neural networks, and machine learning techniques (William et al., 2017; Androutsopoulou et al., 2019). Mehr (2017) defines artificial intelligence as the programming or training of computers to perform tasks that require human intelligence. This encompasses understanding and tracking visual/spatial and auditory information, reasoning and making predictions, interacting with humans and machines, and the ability for continuous learning and improvement. OECD (2023) characterizes an AI system as one that derives inferences from inputs for explicit or implicit goals, determining how to generate outputs like predictions, content, recommendations, or decisions. These outputs can affect physical or virtual environments. OECD (2019) describes AI as “machines performing cognitive functions similar to humans”. Capgemini Consulting (2017) defines AI as a technology that grants digital systems the ability to monitor, analyze, act, interact, remember, predict, feel, moralize, and create. According to Boyd and Wilson (2017), AI systems are digital systems that automate or replicate intelligent behaviors. The Council of the European Union (2023) states that artificial intelligence is the development of computer systems that can generally perform tasks requiring human intelligence.

Undoubtedly, the rapidly emerging trend of artificial intelligence in the private sector includes applications that can interact with users in conversational formats and mimic human speech. These applications are commonly known as “chatbots”, “conversation agents” or simply “bots” (Klopfenstein, et al., 2017; Poola, 2017). Androutsopoulou et al. (2019) and Capgemini (2017) argue that drawing from the success stories of private sector firms, public sector institutions have also begun to adopt various artificial intelligence technologies in diverse fields such as healthcare, taxation, social welfare, public security, and education. In this context, artificial intelligence applications in the public sector are primarily conducted through chatbots, which respond to simple queries from citizens and furnish relevant information. The use of chatbots in service delivery is progressively increasing over time.