What makes chatbots indispensable? Your invisible helper in the administration

The first administrations and authorities have already started to automate some citizen dialogs with the help of chatbots. Here are some of the advantages and reasons for using chatbots in administration and public authorities.

1. Efficient citizen communication: Chatbots can help to improve the flow of communication between the administration and citizens. Citizens can use chatbots to quickly and conveniently obtain information, ask questions or clarify concerns. This reduces potential waiting times and relieves the administrative staff.
2. Automation of standard requests: Many citizens often have similar questions or concerns. Chatbots can process these standardized requests automatically and provide immediate answers. This saves time and administrative resources and allows employees to concentrate on more complex tasks.
3. Round-the-clock availability: Chatbots can be available around the clock, giving citizens the opportunity to obtain information or clarify concerns at any time. This improves the quality of service and ensures better citizen satisfaction.
4. Time and cost savings: Administrations can save time and money by using chatbots. Standard requests can be processed automatically, freeing up employee resources for more complex tasks. This leads to more efficient administration and potential cost savings.
5. Scalability: Chatbots are scalable and can process a large number of requests simultaneously. This enables administrations to respond effectively and ensure smooth processes even when there is an increased volume of communication with citizens.

This list was created using ChatGPT (GPT 3.5) and subsequently supplemented, modified and expanded by me personally.

Challenges and mistrust towards chatbots

Chatbots have not always made positive headlines in recent years, especially when bots were responsible for spreading fake news or delivering bad answers. These negative reports have influenced the image of digital assistants.

With the introduction of ChatGPT, however, the image of chatbots has changed. While some continue to have concerns about the use of chatbots, others recognize the great potential that bots offer to automate natural language dialogues.

Administrations and authorities should not be discouraged by the negative opinions surrounding chatbots. At the same time, citizens’ concerns should be taken seriously. At this point, I would like to give the administrations a few tips.

1. Transparency: Communicate exactly when the chatbot will be used and for which issues it should be used. Also communicates what the chatbot cannot do.
2. Data protection: Be sure to create a “secure” environment and ensure that the chatbot does not work against data protection. Also make sure that no sensitive data is disclosed to unauthorized persons.
3. Well thought-out concept: Make sure you have a well thought-out concept for the chatbot and preferably also a clear roadmap of how the chatbot should develop. My ChatGPT and LLM Canvas can be helpful in developing the concept.
4. Start slowly: Don’t try to automate all dialogs right from the start, but proceed step by step. It usually makes sense to use the bot for a limited use case first.

Efficiency versus humanity: how is the integration of chatbots changing administrative work?

In some administrations and authorities, there is some concern that the use of chatbots could lead to a loss of human interaction and proximity between citizens and the administration. However, it is important to emphasize that these fears are unfounded as long as chatbots are used consciously and carefully.

The targeted use of chatbots or voicebots for specific use cases and tasks initially leads to an increase in efficiency within the administration or authority. This gives human employees more time for valuable, detailed and personal dialog with citizens.

In other words, the use of chatbots or voicebots tends to lead to a shift in the type of dialog. Simple dialogs can be processed automatically without human intervention, while dialogs that require more in-depth human interaction are given more space and time. When developing the use cases, be sure to also take note of my ChatGPT and LLM Canvas.

Chatbot with ChatGPT in administration?

Since the release of ChatGPT, the possible applications and implementation options for chatbots have changed significantly. Administrations should definitely make use of the potential of the new technologies and rely on chatbots with ChatGPT or chatbots with Generative AI when developing chatbots. This does not mean that administrations and authorities should automatically use the well-known ChatGPT from OpenAI. But it does mean that companies should definitely use language models such as GPT-3.5, GPT-4.0 or other Large Language Models (LLMs) in their chatbot project. LLMs offer administrations the following advantages in particular:

1. More natural language: chatbots with an LLM sound much more natural than classic chatbots
2. Broad knowledge: Chatbots with an LLM can easily access a variety of knowledge databases, such as the website, and generate answers using these databases
3. Faster implementation: Chatbots with an LLM do not require manual training. Companies do not have to manually maintain every question and answer in advance, as was previously the case. The bot can retrieve the answers from its “own” knowledge database.

I have created a provider overview with chatbot platforms that already use Large Language Models or the ChatGPT API and offer them to their customers.

Practical examples: Where chatbots are already making a difference in administration

1. SVA Argau has been relying on communication with chatbots for a very long time. Find out more in podcast episode #25 .
2. The Vienna Bot from the City of Vienna is also a great role model for chatbots in municipal administrations. More on this in my podcast episode #17.
3. The canton of Solothurn has also had a chatbot for the most frequently asked questions for some time now. Find out more in podcast episode #62.
4. The Züri-Bot mainly answers questions about the environment, energy and saving electricity.

The future of chatbots in administration: are you ready for the next step?

The examples above show that chatbots are definitely a useful tool for administrations and authorities. And now that chatbot implementation has become even easier with the use of generative AI and the quality of the bots has increased enormously, administrations should definitely consider the use of chatbots.

Of course, I am happy to provide advice and experience. Just send me a WhatsApp message or an e-mail and we can talk without obligation.

And if you want to test your knowledge on this topic again, why not take this Eggheads Chatbot Quiz? Have fun with it.

Chatbots in administration – Frequently asked questions & answers

What is a chatbot?

A chatbot is an AI-supported program that enables automated and instantaneous interactions with users via a chat interface, often in the context of customer service or information retrieval.

How do chatbots work in administration?

Chatbots in administration use artificial intelligence (AI) to process and respond to requests from citizens. For example, they can provide information, process forms or assist with booking appointments.

What are the benefits of chatbots in administration?

Chatbots can speed up administrative processes by automating routine requests, reducing employee workloads and providing a round-the-clock service for citizens.

Are chatbots safe?

Yes, if they are implemented correctly. It is important that data protection and security are prioritized in the design and implementation of chatbots in order to protect user privacy.

How human can chatbots be?

Modern chatbots are able to understand natural human language and respond in a similarly natural way. However, they cannot fully capture the subtleties of human communication, such as emotions.

Can chatbots replace human workers?

Chatbots can take over some tasks that were previously performed by humans, especially routine and data-intensive work. However, they cannot replace human workers in many complex and creative tasks.