The role of content curation in the implementation of chatbots in public services

Abstract

This article presents and analyzes the role of content curation in the process of implementing chatbots in public services, based on the experience reported by content curators at Fundação Carlos Alberto Vanzolini. Theoretical references deal with the use of chatbots; the analysis of the use of chatbots in public administration; content curation and the importance of human intervention in the use of artificial intelligence. The curators carried out the diagnosis, selection of tools, adjustments and impact analysis, in addition to training public body curators to take over the implemented chatbot. The result of the study indicates that curation plays a fundamental role in the planning and implementation of a chatbot, as well as in its continuous improvement, considering that human capacity and action remain indispensable, even with the advancement of technologies. Curation also contributes to the strategic management of organizations, specifically by promoting improvements in internal processes based on the analysis of indicators on the chatbot’s interactions with users.