Citizen-Facing Automation: Chatbots and Self-Service in Public Services
DOI:
https://doi.org/10.63282/3050-9416.IJAIBDCMS-V4I4P112Keywords:
Citizen-Facing Automation, Chatbots, Self-Service, Digital Governance, E-Government, Public Service Delivery, AI in Government, Citizen Engagement, Automation Ethics, Digital Inclusion, Service Efficiency, TransparencyAbstract
Automation aimed at people is quickly changing how governments & public organisations deliver services. Chatbots and self-service platforms are becoming important tools for connecting people with these institutions. These technologies are meant to make things easier for everyone, cut down on wait times & provide support all the time, which will make the entire experience better for everyone. Automated solutions, on the other hand, provide quick answers to these questions, speed up regular tasks & make interactions more open. This is not like most conventional means of providing these kinds of services, which usually need people to process them, take a long time, or be present in person. This study examines the use of chatbots & the self-service platforms in these public services, their potential to enhance efficiency & reduce their expenses, & the problems related to diversity, trust & accountability. The study is directed by enquiries such as: In what ways may citizen-centric automation technologies transform service delivery? What impact do they have on public trust & engagement? What governance systems are required to balance automation with human supervision? Studies show that these technologies may greatly improve operational efficiency & make services more accessible, but they only work well if they are well designed, integrated with these existing systems, and given a lot of attention to data security and the ethical usage. Case studies show that people are more likely to choose automated solutions that are easy to use, work in more than one language & can handle many different needs. The findings are more clear: automation might make things more transparent, make administrative jobs simpler & make the government more focused on the interests of the people. However, it has to be done very cautiously so that these digital gaps don't become worse. This article argues that the future of public service delivery relies on a balanced strategy where technology augments human judgment, ensuring that services stay more accessible, egalitarian & also dependable
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