Analiza potenciala pogovornih robotov pri upravnem poslovanju : diplomsko delo

Hassanien, Ali (author), Dečman, Mitja (mentor)

V diplomskem delu raziskujemo potencial pogovornih robotov v upravnem poslovanju, pri čemer se osredotočamo na njihovo uporabo v javni upravi. Glavni cilj je oceniti vpliv z umetno inteligenco podprtih pogovornih robotov na izboljšanje učinkovitosti in uporabniške izkušnje v upravnih postopkih. S pomočjo prototipa pogovornega robota, razvitega z uporabo OpenAI GPT-3 API-ja in javno dostopnih podatkov iz Upravne svetovalnice, smo raziskali vlogo teh tehnologij pri poenostavitvi dostopa do informacij iz področje javne uprave. Raziskava se osredotoča na izzive pri sprejemanju tehnologij s strani uporabnikov, etična vprašanja v povezavi z zasebnostjo ter učinkovitost umetne inteligence pri nadomestitvi ali pomoči človeški komunikaciji v javnih storitvah. Ugotovitve kažejo, da pogovorni roboti lahko pomembno pripomorejo k optimizaciji procesov v javni upravi, skrajšajo čas do odgovora in ponudijo uporabniku prijazen uporabniški vmesnik za področje javne uprave.

• Language: Slovenian
• Keywords: pogovorni robot, umetna inteligenca, obdelava naravnega jezika, veliki jezikovni modeli, upravni postopek, upravni spor
• Work type: Bachelor thesis/paper
• Typology: 2.11 - Undergraduate Thesis
• Organization: FU - Faculty of Administration; FRI - Faculty of Computer and Information Science
• Place of publishing: Ljubljana
• Publisher: [A. Hassanien]
• Year: 2025
• Number of pages: X, 48 str.
• PID: 20.500.12556/RUL-167879
• UDC: 35:004.89:004.5(497.4)(043.2)
• COBISS.SI-ID: 230352131
• Publication date in RUL: 19.03.2025

Secondary language

• Language: English
• Title: Analysis of the potential of chatbots in administrative business

Abstract

This thesis explores the potential of chatbots in administrative operations, focusing on their application within public administration. The main objective is to assess the impact of chatbots, powered by artificial intelligence (AI), in enhancing the efficiency and user experience in administrative processes. Through the development of a prototype chatbot using the OpenAI GPT-3 API and publicly available data, this work investigates the role these technologies can play in simplifying access to public administrative information. The study addresses the challenges of user adoption, ethical concerns regarding privacy, and the effectiveness of AI in replacing or assisting human communication in administrative services. The findings highlight the potential of chatbots to improve operational efficiency, reduce response time, and offer a more user-friendly interface for public administration systems.

• Keywords: chatbot, artificial intelligence, natural language processing, large language models, administrative procedure, administrative dispute