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Study : Architecture for public service chatbots

Published on: 07/01/2021 Document

The report explores how citizens and businesses can best interact with public administrations to access information on public services via chatbots. Those chatbots would benefit from making use of machine readable data models. The report includes an analysis of existing public service chatbots and their costs and benefits. It provides a high-level architecture and a detailed analysis of public service chatbots concerning the look, personality, medium, etc. Furthermore, the report shows that a data model such as CPSV-AP can be used as a solid basis for chatbots, providing the links between different information concerning public services.

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