The Use of Chatbots in the Czech Republic with Concentration on the Czech Public Administration

Abstract

Chatbot represents a useful and widespread tool with great potential for public administration. We concentrate on their use in the Czech Republic. In accordance with the basic strategic Czech government material for the development and modernization of public administration "Client-oriented public administration  2030", all types of chatbots have a great benefit and revolutionary impact for public administration users. The text describes the basic characteristics of chatbots, examines in the form of a SWOT analysis the strengths and limits of this technology in the application to public administration, presents the practical use of chatbots in the public sector and translates the results of qualitative in-depth interviews with representatives of public administration authorities and institutions that use chatbots for their needs. Our analysis confirmed that chatbots (and their further modifications and development variants such as voicebots or digital assistants) will become a fixed part of the modern AI apparatus that the Czech public administration will use for public relations. Our study also shows how central state administration bodies should proceed when introducing chatbots into the practice of their offices.