Artificial Intelligence in the Public Sector Using Chatbot: Romania vs Austria, Belgium, Bulgaria and Czech Republic
Year: 2025
Type: article
Abstract: Artificial intelligence (AI) is making lightning-fast inroads into the public sector as agencies pursue greater efficiency, better quality, and more personalized services for their clients.Social security institutions are no exception.While AI applications are varied, each with its own far-reaching implications, "conversational AI" or "chatbots" have led the way in terms of AI adoption by government agencies.Chatbot is a useful and widespread tool with great potential for public administration.All types of chatbots have a great benefit and a revolutionary impact for public administration users.The basic characteristics of chatbots are described, their classification, examines in the form of a SWOT analysis the strengths and limitations of this technology in the application in public administration.It has been confirmed that chatbots (and their subsequent modifications and development variants such as voice bots or digital assistants) will become a fixed part of the modern AI apparatus that the public administration will use for public relations.The present paper explores in a comparative manner the applicability of chatbots in the international versus Romanian context, focusing on the functional characteristics of these technologies, their classification in relation to the purpose and logical architecture, as well as on the SWOT analysis, to highlight both their benefits and limitations in the practical implementation in the public sector.
Institution: Bucharest University of Economic Studies
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4411282419