Čatbotu izmantošana klientu komunikācijā valsts sektorā: iespējas, gaidas un realitāte
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Date
2024
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Rīgas Stradiņa universitāte
Rīga Stradiņš University
Rīga Stradiņš University
Abstract
Šī bakalaura darba nosaukums ir “Čatbotu izmantošana klientu komunikācijā valsts sektorā: iespējas, gaidas un realitāte.”
Bakalaura darba mērķis ir izvērtēt čatbotu darbības rezultātus valsts sektorā klientu apkalpošanā, analizējot to ietekmi uz komunikācijas kvalitāti un atbilžu precizitāti, kā arī to, kā čatbotu integrācija ietekmē komunikācijas procesus. Mērķis tiek sasniegts, izmantojot kvalitatīvo pētījuma metodi – daļēji strukturētas intervijas ar Valsts vides dienesta, Valsts ieņēmumu dienesta, Valsts sociālās apdrošināšanas aģentūras un Latvijas Valsts radio un televīzijas centra sabiedrisko attiecību speciālistiem un čatbotu treneriem, kā arī ietverto (dalībnieka) novērošanas metodi, kur tika novērtēta čatbotu un klientu apkalpošanas speciālistu darbība pēc atbilžu precizitātes un ātruma.
Pirmajā daļā darba autore izpēta zinātnisko literatūru par inovāciju difūzijas teoriju un tās saistību ar čatbotu tehnoloģiju. Tiek aplūkoti mākslīgā intelekta un čatbotu tehnoloģiju aizsākumi, kā arī to nepieciešamība 21. gadsimtā. Tāpat tiek analizēta čatbotu izmantošana klientu apkalpošanā, identificējot gan priekšrocības, gan trūkumus, un tiek apskatītas komunikācijas stratēģijas valsts sektorā un klientu komunikācijā, kā arī iepriekš minēto iestāžu raksturojums un komunikācijas kanālu izmatošanu.
Otrajā daļā autore veica pētījumu, kas ietvēra daļēji strukturētas intervijas ar iestāžu komunikācijas pārstāvjiem un ietverto (dalībnieka) novērošanas metodi. Ar šīm metodēm autore novērtēja čatbotu un klientu apkalpošanas speciālistu sniegto atbilžu ātrumu, precizitāti, iespējas, gaidas un realitāti.
The title of this bachelor's thesis is "The Use of Chatbots in Client Communication in the Public Sector: Opportunities, Expectations, and Reality." The aim of the bachelor's thesis is to evaluate the performance of chatbots in the public sector's customer service, analyzing their impact on communication quality and the accuracy of responses. It also examines how the integration of chatbots affects communication processes. This goal is achieved through qualitative research methods, including semi-structured interviews with public relations specialists and chatbot trainers from the State Environmental Service, State Revenue Service, State Social Insurance Agency, and Latvian State Radio and Television Center, as well as through participant observation to assess the efficiency of chatbots and customer service specialists in terms of response accuracy and speed. The theoretical part, the author examines the scientific literature on the theory of innovation diffusion and its relationship with chatbot technology. The beginnings of artificial intelligence and chatbot technology are explored, along with their necessity in the 21st century. Furthermore, the use of chatbots in customer service is analyzed, identifying both advantages and disadvantages, and communication strategies in the public sector and client communication are reviewed, as well as the characteristics and communication channels of the aforementioned institutions. In empirical part, the author conducted research, which included semi-structured interviews with institutional communication representatives and participant observation. With these methods, the author evaluated the speed and accuracy of chatbot responses, the opportunities, expectations, and reality.
The title of this bachelor's thesis is "The Use of Chatbots in Client Communication in the Public Sector: Opportunities, Expectations, and Reality." The aim of the bachelor's thesis is to evaluate the performance of chatbots in the public sector's customer service, analyzing their impact on communication quality and the accuracy of responses. It also examines how the integration of chatbots affects communication processes. This goal is achieved through qualitative research methods, including semi-structured interviews with public relations specialists and chatbot trainers from the State Environmental Service, State Revenue Service, State Social Insurance Agency, and Latvian State Radio and Television Center, as well as through participant observation to assess the efficiency of chatbots and customer service specialists in terms of response accuracy and speed. The theoretical part, the author examines the scientific literature on the theory of innovation diffusion and its relationship with chatbot technology. The beginnings of artificial intelligence and chatbot technology are explored, along with their necessity in the 21st century. Furthermore, the use of chatbots in customer service is analyzed, identifying both advantages and disadvantages, and communication strategies in the public sector and client communication are reviewed, as well as the characteristics and communication channels of the aforementioned institutions. In empirical part, the author conducted research, which included semi-structured interviews with institutional communication representatives and participant observation. With these methods, the author evaluated the speed and accuracy of chatbot responses, the opportunities, expectations, and reality.
Description
Multimediju komunikācija
Multimedia Communication
Informācijas un komunikācijas zinātnes
Information and Communication Sciences
Multimedia Communication
Informācijas un komunikācijas zinātnes
Information and Communication Sciences
Keywords
čatboti, mākslīgais intelekts, klienti, valsts sektors, valsts komunikācija, inovācijas, chatbots, artificial intelligence, clients, public sector, govermental communication, innovation