{"id":"https://openalex.org/W7218273473","doi":null,"title":"Comparison of LLMs for AI Chatbots in Local Government Public Services","display_name":"Comparison of LLMs for AI Chatbots in Local Government Public Services","publication_year":2026,"publication_date":"2026-08-30","ids":{"openalex":"https://openalex.org/W7218273473"},"language":"en","primary_location":{"id":"pmh:oai:ph01.tci-thaijo.org:article/267290","doi":null,"is_oa":true,"landing_page_url":"https://ph01.tci-thaijo.org/index.php/jait/article/view/267290","pdf_url":"https://ph01.tci-thaijo.org/index.php/jait/article/download/267290/176388","source":{"id":"https://openalex.org/S7407062253","display_name":"Journal of Applied Informatics and Technology","issn_l":"3088-1803","issn":["3088-1803"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310319389","host_organization_name":"Mahasarakham University","host_organization_lineage":["https://openalex.org/P4310319389"],"host_organization_lineage_names":["Mahasarakham University"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"3088-1803","raw_type":"info:eu-repo/semantics/article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ph01.tci-thaijo.org/index.php/jait/article/download/267290/176388","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5155966617","display_name":"Yaowapa Rachakum","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210130206","display_name":"Kalasin University","ror":"https://ror.org/02g702008","country_code":"TH","type":"education","lineage":["https://openalex.org/I4210130206"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Rachakum, Yaowapa","raw_affiliation_strings":["Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand","institution_ids":["https://openalex.org/I4210130206"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5033986525","display_name":"Thummarat Boonrod","orcid":"https://orcid.org/0009-0006-6014-2803","observed_orcids":["https://orcid.org/0009-0006-6014-2803"]},"institutions":[{"id":"https://openalex.org/I4210130206","display_name":"Kalasin University","ror":"https://ror.org/02g702008","country_code":"TH","type":"education","lineage":["https://openalex.org/I4210130206"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Boonrod, Thummarat","raw_affiliation_strings":["Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand","institution_ids":["https://openalex.org/I4210130206"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5156201917","display_name":"Siri-orn Vongtavee","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210130206","display_name":"Kalasin University","ror":"https://ror.org/02g702008","country_code":"TH","type":"education","lineage":["https://openalex.org/I4210130206"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Vongtavee, Siri-orn","raw_affiliation_strings":["Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand","institution_ids":["https://openalex.org/I4210130206"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5034181855","display_name":"Bancha Luaphol","orcid":"https://orcid.org/0000-0002-8686-8921","observed_orcids":["https://orcid.org/0000-0002-8686-8921"]},"institutions":[{"id":"https://openalex.org/I4210130206","display_name":"Kalasin University","ror":"https://ror.org/02g702008","country_code":"TH","type":"education","lineage":["https://openalex.org/I4210130206"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Luaphol, Bancha","raw_affiliation_strings":["Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand","institution_ids":["https://openalex.org/I4210130206"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5155459535","display_name":"Montakarn Tummawat","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210130206","display_name":"Kalasin University","ror":"https://ror.org/02g702008","country_code":"TH","type":"education","lineage":["https://openalex.org/I4210130206"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Tummawat, Montakarn","raw_affiliation_strings":["Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand","institution_ids":["https://openalex.org/I4210130206"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5155901126","display_name":"Kamonwan Rachatawetchakul","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210130206","display_name":"Kalasin University","ror":"https://ror.org/02g702008","country_code":"TH","type":"education","lineage":["https://openalex.org/I4210130206"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Rachatawetchakul, Kamonwan","raw_affiliation_strings":["Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand","institution_ids":["https://openalex.org/I4210130206"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5093880074","display_name":"Suksun Promboonruang","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210130206","display_name":"Kalasin University","ror":"https://ror.org/02g702008","country_code":"TH","type":"education","lineage":["https://openalex.org/I4210130206"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Promboonruang, Suksun","raw_affiliation_strings":["Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Computer Department, Faculty of Administrative Science, Kalasin University, Kalasin 46000, Thailand","institution_ids":["https://openalex.org/I4210130206"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210130206"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.7782999873161316,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.7782999873161316,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.1354999989271164,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.04500000178813934,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/large-language-models","display_name":"large language models","score":0.9340000152587891},{"id":"https://openalex.org/keywords/ai-chatbots","display_name":"AI chatbots","score":0.9860000014305115},{"id":"https://openalex.org/keywords/municipal-services","display_name":"municipal services","score":0.9210000038146973},{"id":"https://openalex.org/keywords/gpt-4o-mini","display_name":"GPT-4o-mini","score":0.8560000061988831},{"id":"https://openalex.org/keywords/gemini-2-5-flash","display_name":"Gemini 2.5 Flash","score":0.972000002861023},{"id":"https://openalex.org/keywords/line-official-account","display_name":"LINE official account","score":0.8510000109672546},{"id":"https://openalex.org/keywords/google-apps-script","display_name":"Google Apps Script","score":0.7570000290870667},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"user satisfaction","score":0.7599999904632568},{"id":"https://openalex.org/keywords/response-speed","display_name":"response speed","score":0.6480000019073486},{"id":"https://openalex.org/keywords/village-health-volunteers","display_name":"village health volunteers","score":0.7540000081062317}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8942000269889832},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.45210000872612},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.40549999475479126},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.39640000462532043},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.3944000005722046},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3727000057697296},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.3652999997138977},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.34549999237060547},{"id":"https://openalex.org/C2778719706","wikidata":"https://www.wikidata.org/wiki/Q6501447","display_name":"Local government","level":2,"score":0.33629998564720154},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.33230000734329224},{"id":"https://openalex.org/C554936623","wikidata":"https://www.wikidata.org/wiki/Q199657","display_name":"Reading (process)","level":2,"score":0.33009999990463257},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.3287000060081482},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.3124000132083893},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.3111000061035156},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.30399999022483826},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.2930000126361847},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2903999984264374},{"id":"https://openalex.org/C2986587452","wikidata":"https://www.wikidata.org/wiki/Q938438","display_name":"Statistical analysis","level":2,"score":0.287200003862381},{"id":"https://openalex.org/C2777319359","wikidata":"https://www.wikidata.org/wiki/Q6664444","display_name":"Local language","level":2,"score":0.28529998660087585},{"id":"https://openalex.org/C195324797","wikidata":"https://www.wikidata.org/wiki/Q33742","display_name":"Natural language","level":2,"score":0.2842000126838684},{"id":"https://openalex.org/C29985473","wikidata":"https://www.wikidata.org/wiki/Q188460","display_name":"Natural resource","level":2,"score":0.2754000127315521},{"id":"https://openalex.org/C2986740045","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health services","level":3,"score":0.27309998869895935},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.2603999972343445}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:ph01.tci-thaijo.org:article/267290","doi":null,"is_oa":true,"landing_page_url":"https://ph01.tci-thaijo.org/index.php/jait/article/view/267290","pdf_url":"https://ph01.tci-thaijo.org/index.php/jait/article/download/267290/176388","source":{"id":"https://openalex.org/S7407062253","display_name":"Journal of Applied Informatics and Technology","issn_l":"3088-1803","issn":["3088-1803"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310319389","host_organization_name":"Mahasarakham University","host_organization_lineage":["https://openalex.org/P4310319389"],"host_organization_lineage_names":["Mahasarakham University"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"3088-1803","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:ph01.tci-thaijo.org:article/267290","doi":null,"is_oa":true,"landing_page_url":"https://ph01.tci-thaijo.org/index.php/jait/article/view/267290","pdf_url":"https://ph01.tci-thaijo.org/index.php/jait/article/download/267290/176388","source":{"id":"https://openalex.org/S7407062253","display_name":"Journal of Applied Informatics and Technology","issn_l":"3088-1803","issn":["3088-1803"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310319389","host_organization_name":"Mahasarakham University","host_organization_lineage":["https://openalex.org/P4310319389"],"host_organization_lineage_names":["Mahasarakham University"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"3088-1803","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7218273473.pdf","grobid_xml":"https://content.openalex.org/works/W7218273473.grobid-xml"},"referenced_works_count":11,"referenced_works":["https://openalex.org/W2001771035","https://openalex.org/W2061141931","https://openalex.org/W2626778328","https://openalex.org/W2747680751","https://openalex.org/W3028999579","https://openalex.org/W3030163527","https://openalex.org/W3103891289","https://openalex.org/W4226278401","https://openalex.org/W4390137062","https://openalex.org/W4391136507","https://openalex.org/W4391556399"],"related_works":["https://openalex.org/W4399979468","https://openalex.org/W4415602519","https://openalex.org/W4381855196","https://openalex.org/W7106378791","https://openalex.org/W7164152316","https://openalex.org/W4399141582","https://openalex.org/W4415744583","https://openalex.org/W4412568300","https://openalex.org/W7132065603","https://openalex.org/W7084421695"],"abstract_inverted_index":{"This":[0],"research":[1],"aims":[2],"to":[3,98],"develop":[4],"and":[5,24,82,87,150],"compare":[6],"the":[7,39,84,101,128,144],"performance":[8,48],"of":[9,132,137],"AI":[10],"chatbot":[11],"systems":[12,40],"integrated":[13],"with":[14,100,124],"three":[15],"large":[16],"language":[17,148],"models:":[18],"GPT-4o":[19,125,169],"mini,":[20],"Gemini":[21],"2.5":[22],"Flash,":[23],"Claude":[25,140],"3.5":[26,141],"Haiku.":[27],"Installed":[28],"on":[29,74],"Line":[30],"Official":[31],"Accounts":[32],"(LINE":[33],"OA)":[34],"via":[35],"a":[36],"webhook":[37],"architecture,":[38],"utilized":[41],"Google":[42,91],"Apps":[43],"Script":[44],"as":[45,160,162],"middleware.":[46],"Chatbot":[47,93],"was":[49,187],"evaluated":[50,192],"by":[51],"141":[52],"Village":[53],"Health":[54],"Volunteers":[55],"(VHVs)":[56],"from":[57],"Ban":[58],"Khok":[59],"Subdistrict,":[60],"Sangkhom":[61],"District,":[62],"Udon":[63],"Thani":[64],"Province,":[65],"Thailand,":[66],"selected":[67],"through":[68],"purposive":[69],"sampling.":[70],"The":[71],"evaluation":[72],"focused":[73],"six":[75],"dimensions\u2014accuracy,":[76],"completeness,":[77],"relevance,":[78],"natural":[79,147],"language,":[80],"clarity,":[81],"reliability\u2014under":[83],"same":[85],"environment":[86],"knowledge":[88],"base":[89],"in":[90,114,146,163,173],"Sheets.":[92],"responses":[94],"were":[95,154],"validated":[96],"prior":[97],"testing":[99],"sample":[102],"group.":[103],"Inferential":[104],"statistical":[105],"analysis":[106],"using":[107],"Repeated-Measures":[108],"ANOVA":[109],"revealed":[110],"statistically":[111,155],"significant":[112,156],"differences":[113],"response":[115],"speed,":[116],"F(2,":[117],"98)":[118],"=":[119,166],"37.941,":[120],"p":[121],"<":[122,158,178],".001,":[123],"mini":[126,170],"demonstrating":[127],"fastest":[129],"average":[130],"speed":[131],"7.09":[133],"seconds.":[134],"In":[135],"terms":[136],"user":[138],"satisfaction,":[139],"Haiku":[142],"scored":[143,171],"highest":[145,172],"(92.20%)":[149],"reliability":[151],"(91.40%),":[152],"which":[153],"(p":[157,165,177],".001),":[159],"well":[161],"completeness":[164],".003).":[167],"Meanwhile,":[168],"relevance":[174],"at":[175],"92.40%":[176],".001).":[179],"These":[180],"results":[181],"indicate":[182],"that":[183],"no":[184],"single":[185],"model":[186],"completely":[188],"superior":[189],"across":[190],"all":[191],"dimensions.":[193]},"counts_by_year":[],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2026-10-03T00:00:00"}