On 28 November at 16:00, Nico Blasek defended his Master's thesis on ‘Voicebots and Chatbots as Service Interface Technologies: Concept Development and Solution Architecture'. Nico is a Master's student in the Business Informatics programme and was supervised by Paul Rosenthal and Kurt Sandkuhl.
Abstract
This thesis examines the implementation of a chat and voice bot as aid for processing enquiries at the State Finance Office to increase the efficiency of customer communication. Based on a detailed status analysis and and requirements definition, the potential of a chatbot is demonstrated, to automate routine enquiries and to reduce the workload of employees. Several proof of concept implementations of external service providers were evaluated to analyse the technical possibilities and challenges of the solutions. The results show that the use of technologies such as retrieval augmented generation and vector databases leads to a significant increase in efficiency, while the manual processing of personal enquiries remains necessary. The integration of a ticket system and the use of structured feedback data offer potential for future improvements. The discussion also emphasises the implications for practice and the and the limitations of the work, while an outlook on the further use of chatbots in the of chatbots in the public sector is given.