Trends and challenges of e-government chatbots: Advances in exploring open government data and citizen participation content
本文提出一个概念框架，分析西班牙各级政府的聊天机器人，发现其多用于搜索政府信息而忽视公民咨询与协作，并构建了两个新聊天机器人以改进开放政府数据和公民参与内容的获取。
In this paper, we propose a conceptual framework composed of a number of e-government, implementation and evaluation-oriented variables, with which we jointly analyze chatbots presented in the research literature and chatbots deployed as public services in Spain at national, regional and local levels. As a result of our holistic analysis, we identify and discuss current trends and challenges in the development and evaluation of chatbots in the public administration sector, such as focusing the use of the conversational agents on the search for government information, documents and services –leaving citizen consultation and collaboration aside–, and conducting preliminary evaluations of prototypes in limited studies, lacking experiments on deployed systems, with metrics beyond effectiveness and usability –e.g., metrics related to the generation of public values. Addressing some of the identified challenges, we build and evaluate two novel chatbots that present advances in the access to open government data and citizen participation content. Moreover, we come up with additional, potential research lines that may be considered in the future for a new generation of e-government chatbots.