Giving help or information? A human advisor and a chatbot answers requests from citizens

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European Society for Socially Embedded Technologies (EUSSET)
Building on CSCW research on knowledge and expertise sharing, this exploratory paper presents examples of how a human call advisor answers citizens where the call advisor takes an active role in helping the caller make their request more precise and contrasts with how a chatbot answers to citizens requests. Previous research about expertise sharing is expanded to also involve expertise sharing with citizens. This paper makes a case for including research of expertise sharing between representatives of the public administration and the citizens in CSCW research, and argue for research on if and how a chatbot in the public sector can share expertise when rules need to be applied to a citizen’s life situation.