DESIGN AN ENTERPRISE ARCHITECTURE FOR CHATBOT OF ONLINE PUBLIC SERVICES IN HA GIANG PROVINCE

Abstract

Online public service plays a key role in developing the e-government towards the digital government. With the digital service development trend, online public service systems will increasingly contribute to improving the effectiveness and operational efficiency of state agencies, enhancing information transparency, and serving citizens and businesses better. This has attracted attention from the scientific community and developers who are constantly researching, building, and integrating digital technologies into traditional online public service systems. However, applying artificial intelligence technology to support citizens and businesses in exploiting and using online public services is still a big challenge, especially using automatic Vietnamese question-answering systems. This article proposes a new conceptual model integrating chatbot applications into online public service systems. A case study of a Vietnamese chatbot application was experimentally integrated into the online public service system in Ha Giang province. This result will be a sparkle to promote the application of artificial intelligence technology in online public service systems and contribute to helping state agencies serve citizens and businesses better and better.