The Public Sector Can Teach Us a Lot About Digitizing Customer Service

Instructions

Participate in a discussion regarding the article The Public Sector Can Teach Us a Lot About Digitizing Customer Service by Alireza Nili, Alistair Barros, and Mary Tate. This article discusses valuable lessons from Austrialian public service agencies that are related to digitizing services.For this discussion, read the article and provide insight that will add value to the topics it addresses. For example, you may agree or disagree with one or more points being made or you may wish to provide additional information related to other topics addressed (e.g., more recent but highly relevant information, more relevant examples, etc.). You should provide justification for your arguments by detailing your experiences or those that have been recently published (e.g., peer reviewed articles, magazine stories, or newspaper accounts). Use scholar article and APA format in your post.

Answer

You will probably find pop-up assistance if you use an online public service. This assistant is not increasingly a "real person" but an artificial intelligence-supported chatbot. For numerous reasons, public organizations adopt chatbots to save money when offering automatic responses to frequent, unconscious questions (Makasi, Nili, Desouza & Tate, 2021). It is suggested that protecting public finances benefits the people by making their tax contributions more effective. However, owing to the nature of the design, functioning, opacity and possible public repercussions of chatbots, social, ethical and political problems are often interwoven. More information about customer services may be found in this article. Chatbots have experienced big takeover by public entities within the v...
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