مقاله انگلیسی بررسی ارائه خدمات مبتنی بر مشتری و مدیریت دولتی با استفاده از هوش مصنوعی
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Abstract
A chatbot is emerged as an efective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot userfriendly. It is observed that chatbots have fooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving fnancial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention infuence the most, is not explored yet. This paper discuses about artifcial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artifcial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.
Introduction
With the proliferation of the powerful hardware and soft-computing techniques, an era of AI based services are emerged in the recent years. AI services have witnessed a new industrial revolution across the globe. Today, AI is becoming part of real life among researchers and innovators due to evolution of technologies in deep learning and big data. Data analysis [7], smart assistance services that collects the information from diferent areas is also commercialized. Chatbot using artifcial intelligence may ease the human life in knowing real-time news or information, suggestions, recommendations, shopping services etc. The categorization of AI to be employed in the chatbots are broadly classifed as follows [79]Weak AI: It is designed and trained for dedicated task and cannot respond beyond its limitations or defned feld, for example Apple SIRI, Chess, College bot, Hospital bot, Telecom bot, Google Assistant etc. • Strong AI: It is intelligent enough to fnd out the solution without human intervention. Strong AI based systems simulate human abilities and are supposed to be familiar with any kind of task for example borrowing ideas from neuroscience and psychology, genetics and language understanding. • Evolutionary AI: Evolutionary AI involves study and design of machines that simulate simple creatures and attempt to evolve ex-Ants, Bees etc. • Super AI: It is hypothetical concept in which machines leads humans and machines can communicate with each other and also with humans.