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Implementation And Evaluation Of Ai-Based Citizen Question-Answer Recommender (Acqar) To Enhance Citizen Service Delivery In Singapore Public Sector: A Case Study, Hui Shan Lee
Dissertations and Theses Collection (Open Access)
Government agencies prioritize citizen service delivery to foster trust with the public. Technological advancements, particularly in Artificial Intelligence (AI), hold promise for improving service provision and aligning government operations with citizens' needs. Yet the inherent inflexibility of Service Level Agreements (SLAs) often overlooks the nuances of human emotions and the varied nature of citizen inquiries, exacerbated by a lack of tools to guide appropriate responses. This dissertation aims to address the gaps of overlook of human emotions and non-support for appropriate responses, by exploring the following questions: (1) Can a predictive model incorporating both numeric and textual data effectively forecast …