Giving help or information? A human advisor and a chatbot answers requests from citizens
| dc.contributor.author | Verne, Guri | |
| dc.date.accessioned | 2023-05-30T11:15:05Z | |
| dc.date.available | 2023-05-30T11:15:05Z | |
| dc.date.issued | 2023 | |
| dc.description.abstract | 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. | en |
| dc.identifier.doi | 10.48340/ecscw2023_ep07 | |
| dc.identifier.eissn | 2510-2591 | |
| dc.identifier.uri | https://dl.eusset.eu/handle/20.500.12015/4685 | |
| dc.language.iso | en | |
| dc.publisher | European Society for Socially Embedded Technologies (EUSSET) | |
| dc.relation.ispartof | Proceedings of 21st European Conference on Computer-Supported Cooperative Work | |
| dc.relation.ispartofseries | Reports of the European Society for Socially Embedded Technologies: vol. 7, no. 1 | |
| dc.title | Giving help or information? A human advisor and a chatbot answers requests from citizens | en |
| dc.type | Text/Conference Paper | |
| gi.conference.date | 5 June - 09 June, 2023 | |
| gi.conference.location | Trondheim, Norway | |
| gi.conference.review | full | |
| gi.conference.sessiontitle | Exploratory Papers |
Files
Original bundle
1 - 1 of 1