A survey on providing customer and public administration based services using AI: chatbot

• Published in: Multimedia tools and applications Vol. 81; no. 16; pp. 22215 - 22246
• Main Authors: Nirala, Krishna Kumar, Singh, Nikhil Kumar, Purani, Vinay Shivshanker
• Format: Journal Article
• Language: English
• Published: New York Springer US 01.07.2022; Springer Nature B.V
• Subjects: 1200: Machine Vision Theory and Applications for Cyber Physical Systems; Artificial intelligence; Chatbots; Computation; Computer Communication Networks; Computer Science; Customer services; Data Structures and Information Theory; Insurance policies; Logic; Multimedia Information Systems; Public administration; Special Purpose and Application-Based Systems; Deep learning; Artificial Intelligence (AI); Public administration; Natural Language Understanding (NLU); Natural Language Processing (NLP); Chatbot; Neural network
• ISSN: 1380-7501; 1573-7721
• DOI: 10.1007/s11042-021-11458-y

A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.