Cognitive computing systems and public value: The case of chatbots and public service delivery
Makasi, Tendai (2022) Cognitive computing systems and public value: The case of chatbots and public service delivery. PhD by Publication, Queensland University of Technology.
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Tendai Makasi Thesis
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Description
This thesis is an investigation of how cognitive computing system initiatives in the public sector can contribute towards creating public value. It focuses specifically on public service delivery through service channels that are supported by chatbots and proposes recommendations to ensure that the important public service value dimensions are supported. The thesis builds upon the discussions around public value creation and draws upon the interpretation of how chatbots can facilitate public value creation during chatbot-mediated service interactions from both the users of the chatbots and designers of the chatbots.
Impact and interest:
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| ID Code: | 230002 |
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| Item Type: | QUT Thesis (PhD by Publication) |
| Supervisor: | Nili, Alireza, Desouza, Kevin, Barros, Alistair, & Tate, Mary |
| Keywords: | Chatbot, Cognitive Computing System, Public service value, Artificial intelligence, Service delivery, Digital service delivery, Public value, Service management, Public sector, Public service delivery |
| DOI: | 10.5204/thesis.eprints.230002 |
| Divisions: | Current > QUT Faculties and Divisions > Faculty of Science Current > Schools > School of Information Systems |
| Institution: | Queensland University of Technology |
| Deposited On: | 27 Apr 2022 14:06 |
| Last Modified: | 16 Jan 2025 00:59 |
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