This article is written by Naufal Virindra. Naufal is an Indonesian civil servant working on the Indonesian Civil Service Commission (KASN RI). This article represents personal ideas and not the institution’s.

  • The problem: Chatbots might not fulfil the needs of vulnerable society members in delivering public services.
  • Why it matters: Governments must examine their service delivery quality through chatbots, especially to vulnerable societies.
  • The solution: Balancing the use of chatbots with human intervention.

A chatbot is a digital programme that uses artificial intelligence (AI) and natural language processing (NLP) to grasp client questions and needs, and automate answers to them, simulating human conversation. There are two main types of chatbots: 1) task-oriented (declarative) chatbots, which are single objective programmes that focus on performing one function and general questions such as interactive FAQs; and 2) data-driven and predictive (conversational) chatbots, referred to as virtual or digital assistants. They are more complex, interactive and personalised than task-oriented chatbots because they apply predictive intelligence to activate personalisation based on past user behaviours. These features might improve performance and service quality, either in the private or public sector. In the public sector, several governments across the world already use chatbots to enhance service delivery quality. As an example, four government agencies in the United States use chatbots to provide public services: including the Department of Homeland Security with EMMA; the Mississippi State with MISSI; the government of Los Angeles with Chip; and the General Service Administration with Mrs. Landingham. Many governments in Asia also take advantage of chatbots, such as the government of Dubai with Rammas, and the government of Singapore with gov.sg.

The equilibrium between human intervention and technology implementation is significant.

The use of chatbots can provide 24/7 conversational, artificial intelligence communication services to clients by connecting them to public services through computers, laptops, mobile phones, tablets and other digital devices. It can provide clients with various services such as providing access to regulations, laws and policies. It can also help the government to reduce its workload and help clients after hours.

Chatbots vs vulnerable societies

Auto-reply chat services are known to reduce government employee workload and response time by delegating mundane and regular tasks to chatbots. This also can help employees to focus on technical and specific tasks. Research from Eagle Hill Consulting showed that 65% of government employees suffered from burnout at work because of workload, blending personal and professional life, and lack of feedback, support and communication at work. Chatbots could be one of the answers to tackle these issues. However, despite all the benefits of using chatbots, governments must consider how vulnerable society users encounter a service through chatbots. As we know, several technology-developed countries in East Asia, such as Japan and South Korea have issues regarding the increasing ageing populations. The elderly population is one of the categories of a digitally vulnerable society. There will be a digital divide if the ageing population is unable to comprehend how to access services and communicate with chatbots. A study from Civica found that 85% of elderly people prefer to talk to someone over the phone, while 16% are willing to use chatbots. Governments that developed chatbots also need to be concerned about chatbot users with disabilities. They must examine whether it is user-friendly for people with disabilities. Therefore, to bridge the gap in service delivery that chatbots cannot fill, the harmony between human assistance and technology (chatbots) is significant in tackling this issue.

Humans are the foundation of technology

The equilibrium between human intervention and technology implementation is significant. Nick Bouch from PwC highlighted that human qualities factors (culture, communication, trust and understanding) are needed before technology can add value. It can be one of the determinants of whether a company or public agency can successfully implement new technologies. Looking to the future, Chris Oxoborough from PwC suggests that it is inevitable for technology to grow, but that keeping it under control is more important. It is perilous if people put faith in technology and assign too much responsibility to it, since it can cause ethical issues. Orlando Machado from LEGO Group shares a similar perspective. He emphasised that there is no one-size-fits-all solution, since different businesses require tailored solutions and different balances between human and Artificial Intelligence.

The lesson learned from these experts is that governments can use chatbots to bring faster, nonstop services to their people. However, the government must ensure that if chatbot features are limited and unable to help digitally vulnerable society members (for example elderly and people with disabilities), civil servants, as the public sector workforce need to be responsible and take over where necessary by intervening and helping the vulnerable.

Harmony between technology and humanity

Companies might sustainably enhance chatbot quality in their service to reduce costs and gain more profits. They will try to reach the ideal of human interaction-like chatbots and compete with other private competitors to grab customers' business. However, the public sector is a different playground. The government is not chasing profit, except for citizen satisfaction and trust. As a form of public service innovation, it is not against the rules for governments to use chatbots to provide services to their people. It shows that governments are willing to improve service quality and delivery.

This article proposes a harmony between chatbots and direct human service to ensure that government chatbots cover the vulnerable. If there are any clients with specific needs, governments must give more attention and care to them. They can provide a particular button or option in one of the chatbot features for the vulnerable if they cannot understand how to operate or communicate through chatbots. The special services are connected directly to the authorities, which can help bring services to the vulnerable through virtual meetings, phone calls and appointments to visit and meet in person with them. The flexibility in chatbots in providing services to people in need is significant because every government has its vulnerable people to serve. It shows that governments can maintain a balance between technology and humanity.

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