In the publicly funded project “Technology Evaluation for the Use of Chatbots in Public Administration”, Fraunhofer IESE conducted an evaluation of chatbot technologies to assess their suitability for the requirements of the municipal administration of the Klingenstadt Solingen.
Last modified:
In the publicly funded project “Technology Evaluation for the Use of Chatbots in Public Administration”, the aim was to evaluate three chatbots specified by the customer with regard to the customer’s specific requirements. The customer was the municipal administration of a city with over 150,000 inhabitants that wanted to have a chatbot solution handle a large part of the inquiries from citizens via text and telephone. The long-term goal is to save costs, reduce the workload of the employees, and increase citizen satisfaction through faster response times. The solutions that were evaluated were Rasa, e-Bot7, and Convaise. For this purpose, several interviews were conducted with people from public administration and their requirements for a chatbot were elicited and prioritized in a workshop. In addition, interviews were held with the providers and information on the chatbots was collected and packaged. The capabilities of the chatbots were compared with the requirements of the customer and an evaluation and recommendation were summarized in a report.
Fraunhofer Institute for Experimental Software Engineering IESE