Efficiency and innovation in public administration with the use of AI-powered chatbots
DOI:
https://doi.org/10.36517/contextus.2025.94868Keywords:
chatbots; artificial intelligence; public administration; innovation; automation.Abstract
Background: The article explores the impact of Artificial Intelligence (AI) on public administration, focusing on chatbots as tools to improve processes and innovate service delivery. The study analyzes the application of AI to manage administrative queries, highlighting its benefits and challenges.
Purpose: To assess users’ perception of the contribution of an Artificial Intelligence-based chatbot to clarifying questions and providing informational support in the administrative contracting processes involving support foundations at the Federal University of Espírito Santo.
Method: A pilot test was conducted using the chatbot with real user interactions at UFES. Indicators such as user satisfaction, response time, and information relevance were analyzed.
Results: 88.9% of users rated response time as satisfactory, and 83.3% reported an overall positive experience. The chatbot showed potential to reduce bureaucracy and facilitate communication between citizens and public institutions.
Conclusions: The use of AI, as demonstrated by the UFES chatbot, can contribute to modernizing public administration. However, improvements like expanding the knowledge base and technical adjustments are needed. The study suggests that AI-based solutions, with refinements, could support digital transformation initiatives.
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