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Designing Effective Chatbot Solutions for the Public Sector: A Case Study from Ukraine

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Electronic Governance and Open Society: Challenges in Eurasia (EGOSE 2019)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1135))

Abstract

The goal of this paper is to identify the concerns of various stakeholders as well as limitations and enablers that affect the design of chatbots in the public sector. We are looking into a case from Ukraine, the LvivCityHelper bot solution, and describe the surrounding conditions and factors that determine the chatbot performance. The outcomes of the study are based on a comprehensive analysis of the state of the art and twelve interviews with experts who are involved in the LvivCityHelper bot project. The derived data is then exhibited as an exhaustive interpretation of stakeholders’ concerns on various aspects of chatbot application in public e-services. The key findings from the interviews are compared with existing work, and inclusive and exclusive crucial factors in effective chatbot services are defined. Finally, we provide suggestions and recommendations on how to fill the detected gaps that may improve the design, implementation and functioning of chatbot solutions that serve citizens’ needs.

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Authors and Affiliations

  1. Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia

    Yulia Petriv, Regina Erlenheim, Valentyna Tsap, Ingrid Pappel & Dirk Draheim

Authors
  1. Yulia Petriv
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  2. Regina Erlenheim
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  3. Valentyna Tsap
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  4. Ingrid Pappel
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  5. Dirk Draheim
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Corresponding author

Correspondence to Valentyna Tsap .

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Editors and Affiliations

  1. ITMO University, St. Petersburg, Russia

    Andrei Chugunov

  2. Russian Academy of National Economy and Public Administration, St. Petersburg, Russia

    Igor Khodachek

  3. University of Leeds, Leeds, UK

    Yuri Misnikov

  4. ITMO University, St. Petersburg, Russia

    Dmitrii Trutnev

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Petriv, Y., Erlenheim, R., Tsap, V., Pappel, I., Draheim, D. (2020). Designing Effective Chatbot Solutions for the Public Sector: A Case Study from Ukraine. In: Chugunov, A., Khodachek, I., Misnikov, Y., Trutnev, D. (eds) Electronic Governance and Open Society: Challenges in Eurasia. EGOSE 2019. Communications in Computer and Information Science, vol 1135. Springer, Cham. https://doi.org/10.1007/978-3-030-39296-3_24

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  • DOI: https://doi.org/10.1007/978-3-030-39296-3_24

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  • Print ISBN: 978-3-030-39295-6

  • Online ISBN: 978-3-030-39296-3

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