Abstract:
Implementing and developing chatbots as e-government services contributes significantly to the modernization and increased efficiency of public services. By leveraging Microsoft technologies - specifically the Azure OpenAI service - it is possible to rapidly and effectively develop intelligent chatbots. When integrated with the e-government portal, such chatbots offer users improved access to information and enable personalized communication between citizens and government institutions. A key issue currently lies in the lack of effective communication channels, which results in longer response times and reduced user satisfaction. The objective of this paper is to develop a chatbot that enhances service quality and brings public services closer to citizens via the e-government portal. The paper analyzes chatbot functionalities such as response generation, relevance checking of user queries, and information filtering. Furthermore, attention is given to legal and ethical considerations, data protection, and continuous model training to maintain data accuracy. This paper also explores and demonstrates how modern artificial intelligence technologies contribute to making public services more accessible to users. The proposed solution to the identified challenges involves the implementation of a chatbot model integrated with the e-government portal to improve communication. Ultimately, the focus is placed on the digitalization and modernization of public sector services to deliver benefits for society as a whole.
Fulltext:
PDF file (977 kB)