Modeling the Online Public Service Support Systems Based on the Chatbot Application in Digital Government: Case Study in Ha Giang Province

Online public service plays a key role in developing the e-government towards the digital government. It is one of three important pillars according to the United Nations' ranking of e-government for countries around the world. With the digital service development trend, online public service systems will increasingly contribute to improving the effectiveness and efficiency of state agencies' operations, enhancing information transparency, and serving citizens and businesses better. This has paid attention to 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 chapter proposes a new conceptual model integrating chatbot applications into online public service systems.