Your browser does not support the PubReader view.
Go to this page to see a list of supporting browsers.
OMNES : The Journal of multicultural society
[ Article ]
OMNES: The Journal of Multicultural Society - Vol. 12, No. 2, pp.26-68
ISSN: 2093-5498 (Print)
Print publication date 31 Jul 2022
Received 14 Jun 2022 Revised 18 Jul 2022 Accepted 25 Jul 2022
DOI: https://doi.org/10.14431/omnes.2022.07.12.2.26

The Implications of Providing Voice-Based Chatbots in Public Service for Digital Inclusion and Public Communication

Jinsoon Song
Dong-a University, South Korea

Abstract

Provision of voice-based chatbot public services by the government and public sectors is a means to realize digital inclusion in ICT society by ensuring information accessibility for the socially vulnerable. This paper presented five experts with information on artificial intelligence based on interviews on the relevance and utility, efficiency, accessibility, and openness of related technologies in providing public services and voice-based services. Moreover, a small online survey confirms that citizens’ attitudes, perceptions, and expectations of public institutions ahead of voice-based service provision are positive. Then the technical aspects of the voice-based chatbot is discussed, defining its significance and necessity in public service, and the implications of the considerations of the use of voice-based services are drawn out. As an aspect of public communication for open government facilitating digital inclusion, the chatbot voice-based service in public service entails the practice of social values, affording the socially vulnerable opportunities to participate in intelligent government, to strengthen information accessibility, and to guarantee and strengthen human rights and basic rights.

Keywords:

voice-Chatbot, public communication, digital inclusion, the socially vulnerable, information accessibility, intelligence government

Acknowledgments

It is composed based on the presentation materials of ICEC 2022.

This paper was funded with academic support from Dong-A University.

References

  • Abu Shawar and E. Atwell (2007). Chatbots: Are they really useful?, Journal for Lang uage Technology and Computational Linguistics, volume 22, number 1, pp. 29–49, Retrieved from https://jlcl.org/content/2-allissues/21-Heft1-2007/Bayan_Abu-Shawar_and_EricAtwell.pdf.
  • Ahn, S. (2013). The background and significance of the publication of the Information Human Rights Report. Data Collection of the Joint Academic Conference to commemorate the publication of the Information Human Rights Report , 3-13 (In Korean)
  • Andersen, L. B., Jørgensen, T. B., Kjeldsen, A. M., Pedersen, L. H., & Vrangbæk, K. (2012). Public value dimensions: Developing and testing a multi-dimensional classification, International Journal of Public Administration, 35(11),715–728. [https://doi.org/10.1080/01900692.2012.670843]
  • Andrews, L. (2018). Public administration, public leadership and the construction of public value in the age of the algorithm and “big data.” Public Administration, 97(2), 296–310. [https://doi.org/10.1111/padm.12534]
  • Bae, Y. (2021). Shadows in the non-face-to-face era, digital alienation, issues & diagnosis (488). Gyeonggi Research Institute. (In Korean) https://www-dbpia-co-kr.libproxy.donga.ac.kr/pdf/pdfView.do?nodeId=NODE10541164
  • Business Insider(2016). The ATO’s virtual assistant has already answered almost a million enquiries this year. Business Insider(12).
  • Canalys. (2019). Amazon smart speaker ships crossed 10 million mark in Q3(2019). Retrieved from https://www.canalys.com/newsroom/worldwide-smartspeaker-Q3-2019
  • Choi, U. (2021). Cybersecurity of the intelligent government. In C. Jung et al. (Eds.), The Intelligent Government Policy Issues, 125-140. Yoon Sung-sa (In Korean)
  • David, S., Craig, M., & Kaushik, L. (2016). The way to a robotic process automation cognitive enterprise. New York: Deloitte University Press.
  • Delloitte. (2019). A medium for promoting the data economy, a public-led open data platform. Industry Focus, 74. (In Korean)
  • Retrieved from: https://www2.deloitte.com/content/dam/Deloitte/kr/Documents/public-sector/2019/kr_gnps_issue-highlights_20191125.pdf
  • Digitaldaily. (2022, January 13). Digital alienation is our job... The government is actively seeking to bridge the digital divide, Retrieved from http://m.ddaily.co.kr/m/m_article/?no=229278, . (In Korean)
  • E-Daily. (2020, July 29). Saltlux and the Ministry of the Interior and Safety won the Pan-Government Civil Complaint Consultation 365 Construction Project. Retrieved from https://www.edaily.co.kr/news/read?newsId=03388246625839440&mediaCodeNo=257, . (In Korean)
  • FinancialNews. (2020, September, 8). Security regulations and U.S. economic exchanges may be cut off during the "realization of decoupling”. Retrieved from https://www.fnnews.com/news/202009081509524917, (In Korean)
  • Hong S. (2009). A Constitutional Review on the Closing of the Digital Gap - Based on the Need and Method of Closing the Digital Gap from the perspective of the Social State Principles, Land Construction Method Study, 44, 475-498. (In Korean)
  • Hwang J & Lee M. (2004). Legal Reform Direction for Ensuring Information Access Without Discrimination, KISDI Issue Report, 4(30). (In Korean)
  • Information and Communication Technology Promotion Center(ICTPC). (2018). Status of AI use at home and abroad, public application. ICT SPOT ISSUE(2), 21–30. (In Korean)
  • ITBiz. (2020, August 24). Establishment of an intelligent AI voice recognition solution for Sorizaba e-government cloud platform. Retrieved from http://www.it-b.co.kr
  • Jang, K. (2022). A study on the introduction of a data trust system to expand the right to self-determination of personal information, Journal of Intelligence and Information Systems, 28(1), 29–43. (In Korean)
  • Jeong, C. (2021). Cybersecurity of the intelligent government: Intelligent government policy issues. Yoon Seongsa, (In Korean)
  • Jeong, S., Lee, J., & Kang, J. (2019). Exploratory research on the use of artificial intelligence technology in the administrative field (KIPA Research Report). Korea Institute of Public Administration, (In Korean)
  • Joint Report of Related Ministries. (2020). Korean version of the New Deal Comprehensive Plan: A major transformation of Korea into a leading country. Retrieved from https://www.molit.go.kr/newdeal/main.jsp, (In Korean)
  • Joo, Y. (2018). Intelligent information society and information inequality. KISO Journal, 33, 33–37. (In Korean)
  • Kim, K. (2020). A next-generation interface technology that connects impossible to possible. Samsung Display Newsroom. (In Korean)
  • Retrieved from https://home.kpmg/kr/ko/home/insights/2020/04/issue-monitor-126.html
  • Kim, S. (2006). Cultural policy of multicultural society. Collection of Academic Conferences of the Korean Governance Society, 461–470. Korean Governance Society. (In Korean)
  • Kim, H. (2014). A study on legal reform measures to protect the personalities of the socially vulnerable. Korea Research Institute of Legislation. (In Korean)
  • Korea Creative Content Agency. (2011). Trends and prospects of speech recognition technology, in-depth reports of cultural technology. Retrieved from https://www.kocca.kr/kocca/bbs/view/B0000144/1756144.do?searchCnd=&searchWrd=&cateTp1=&cateTp2=&useAt=&menuNo=204962&categorys=0&subcate=0&cateCode=&type=&instNo=0&questionTp=&uf_Setting=&recovery=&option1=&option2=&year=&categoryCOM062=&categoryCOM063=&categoryCOM208=&categoryInst=&morePage=&delCode=&qtp=&pageIndex=7, . (In Korean)
  • Lee, C. (2019. A Study on the Quality Measurement of Public Service Using Process Mining : Focused on Construction License Civil Service in N City Journal of Intelligence and Information Systems, 25(4), 35–52. (In Korean)
  • Lee, C. Seo, B, Kwon, Y. (2021). A study on the effect of artificial intelligence on decision-making: focusing on the collaboration between humans and artificial intelligence and the personality characteristics of decision makers. Journal of Intelligence and Information Systems, 27(3), 231–252. (In Korean)
  • Lee, K. (2019). Digital information gap and tasks in the intelligent information Society. Health and Welfare Forum(274), 16-28. (In Korean)
  • Lee, S. (2008).Changes and practical tasks in the social welfare paradigm of the information society, Nambu University Paper Collection 8, pp. 19–40. (In Korean)
  • Makasi, T., Nili, Alireza,Desouza, K., & Tate, M. (2020). Chatbot-mediated public service delivery: a public service value-based framework. First Monday, 25(12). Retrieved from https://firstmonday.org/ojs/index.php/fm/article/download/10598/10000 [https://doi.org/10.5210/fm.v25i12.10598]
  • Mehr, H. (2017). Artificial Intelligence for Citizen Services and Government Artificial Intelligence for Citizen Services. Retrieved from http://ash.harvard.edu/files/ash/files/artificial_intelligence_for_citizen_services.pdf, .
  • Meynhardt, T. (2009). Public value inside: What is public value creation? International Journal of Public Administration, 32(3–4), 192–219. [https://doi.org/10.1080/01900690902732632]
  • Min, Y. (2011). Internet use and information gap. Media Information Research, 48(1), 158–187. (In Korean)
  • National Information society Agency(NIA). (2017). Data-driven, Establishment of scientific policy tasks, a working handbook, Retrieved from file:///C:/Users/sec/Downloads/(170728)_%EC%A0%95%EC%B1%85%EA%B3%BC%EC%A0%9C%ED%95%B8%EB%93%9C%EB%B6%81_%EB%B3%B8%EB%AC%B8(%EC%97%85%EB%A1%9C%EB%93%9C%EC%9A%A9).pdf (In Korean)
  • Personal Information Commission. (2021, May 31). Artificial intelligence (AI) personal information protection self-checklist. Retrieved from https://www.pipc.go.kr/np/cop/bbs/selectBoardArticle.do?bbsId=BS217&mCode=D010030000&nttId=7347, (In Korean)
  • Samjeong Economic Research Institute. (2020). Trends and business opportunities in the voice AI market. Retrieved from: https://home.kpmg/kr/ko/home/insights/2020/04/issue-monitor-126.html, . (In Korean)
  • Science and Technology Policy Institute(STEPI). (2018). 2018 STEPI ANNUAL REPORT. Retrieved from file:///C:/Users/sec/Downloads/STEPI_2018.pdf (In Korean)
  • Song, J. (2021).Measures and policy suggestions for strengthening the functions of artificial intelligence chatbots to promote public communication, National Assembly Research Service, 13(28), 339–366. (In Korean)
  • Song, J. (2022). A Study on the Improvement of Public Communication and Reliability through the Introduction of Artificial Intelligence Chatbot by Local Police. The Journal of Police Science, 22(68), 239–270. (In Korean)
  • Song, J. (2003). A study on policy measures for the expansion of broadcasting access rights for the disabled. Broadcasting Research, 57, 147–178. (In Korean)
  • Tuzovic, S., & Paluch, S. (2018). Conversational commerce: A new era for service business development. In M. Bruhn & K. Hadwich (Eds.), Service business development: Strategien - innovationen – geschaftsmodelle, 1, 81–100, Wiesbaden: Springer Fachmedien. [https://doi.org/10.1007/978-3-658-22426-4_4]
  • VSOFTConsulting. (2018). 12 global government agencies that use chatbot. Retrieved from https://blog.vsoftconsulting.com/blog/15-governments-agencies-that-use-chatbots
  • Wirtz, B. W., & Birkeyer, S. (2015). Open government: Origin, development & conceptual personal administration. International Journal of Public Administration, 38(5), 381–396. Retrieved from https://doi.org/10.1080/01900692.2014.942735 [https://doi.org/10.1080/01900692.2014.942735]
  • Wellman, B. (2001). Physical place and cyberplace: The rise of personalized networking. International Journal of Urban and Regional Research, 25(2), 227–252. [https://doi.org/10.1111/1468-2427.00309]
  • William, E. Schatsky, D. & Viechnicki, P. (2017). AI-augmented government using cognitive technologies to redesign public sector work. Deloitte University Press. 230-248. Retrieved from:https://www2.deloitte.com/content/dam/insights/us/articles/3832_AI-augmented-government/DUP_AI-augmented-government.pdf
Biographical Note

Jinsoon Song(Ph.D.) is an assistant professor of department of public administration at Dong-A University. Major research focus on expanding the academic base of public communication in intelligence government and ways(channels, methos, etc) to promote public communication between government-citizens through AI technology media. Email: songjs@dau.ac.kr