Artificial Intelligence for Public Sector: Chatbots as a Customer Service Representative

Adnan S. M. , Hamdan A., Alareeni B.

International Conference on Business and Technology, ICBT 2020, İstanbul, Turkey, 14 - 15 November 2020, pp.164-173 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume:
  • Doi Number: 10.1007/978-3-030-69221-6_13
  • City: İstanbul
  • Country: Turkey
  • Page Numbers: pp.164-173


© 2021, The Author(s), under exclusive license to Springer Nature Switzerland AG.Many governments began to give customer service a major priority until they became competitive in some of the services provided by its various ministries, global profit companies, in terms of the way and quality of the service provided, depending on the integration of government systems, continuous training for customer service employees, as well as electronic transformation and the use of the latest technologies. This chapter addresses the technologies used in government service centers, in particular artificial intelligence techniques, and on the feasibility of using the Chatbots and its benefits, how it works best to ensure its effectiveness in providing services, also about the role that can be played in providing its services in light of the Coronavirus pandemic outbreak, finally will try to answer the most important question whether can this technology replace the human customer services representative?