{"id":"https://openalex.org/W3002763890","doi":"https://doi.org/10.1007/978-3-030-39296-3_24","title":"Designing Effective Chatbot Solutions for the Public Sector: A Case Study from Ukraine","display_name":"Designing Effective Chatbot Solutions for the Public Sector: A Case Study from Ukraine","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3002763890","doi":"https://doi.org/10.1007/978-3-030-39296-3_24","mag":"3002763890"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-39296-3_24","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-39296-3_24","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications in Computer and Information Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5071055533","display_name":"Yulia Petriv","orcid":null},"institutions":[{"id":"https://openalex.org/I111112146","display_name":"Tallinn University of Technology","ror":"https://ror.org/0443cwa12","country_code":"EE","type":"education","lineage":["https://openalex.org/I111112146"]}],"countries":["EE"],"is_corresponding":true,"raw_author_name":"Yulia Petriv","raw_affiliation_strings":["Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia"],"affiliations":[{"raw_affiliation_string":"Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia","institution_ids":["https://openalex.org/I111112146"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5029198613","display_name":"Regina Erlenheim","orcid":"https://orcid.org/0000-0002-0320-6771"},"institutions":[{"id":"https://openalex.org/I111112146","display_name":"Tallinn University of Technology","ror":"https://ror.org/0443cwa12","country_code":"EE","type":"education","lineage":["https://openalex.org/I111112146"]}],"countries":["EE"],"is_corresponding":false,"raw_author_name":"Regina Erlenheim","raw_affiliation_strings":["Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia"],"affiliations":[{"raw_affiliation_string":"Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia","institution_ids":["https://openalex.org/I111112146"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5087949734","display_name":"Valentyna Tsap","orcid":"https://orcid.org/0000-0002-0325-2591"},"institutions":[{"id":"https://openalex.org/I111112146","display_name":"Tallinn University of Technology","ror":"https://ror.org/0443cwa12","country_code":"EE","type":"education","lineage":["https://openalex.org/I111112146"]}],"countries":["EE"],"is_corresponding":false,"raw_author_name":"Valentyna Tsap","raw_affiliation_strings":["Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia"],"affiliations":[{"raw_affiliation_string":"Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia","institution_ids":["https://openalex.org/I111112146"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088263741","display_name":"Ingrid Pappel","orcid":"https://orcid.org/0000-0002-5148-9841"},"institutions":[{"id":"https://openalex.org/I111112146","display_name":"Tallinn University of Technology","ror":"https://ror.org/0443cwa12","country_code":"EE","type":"education","lineage":["https://openalex.org/I111112146"]}],"countries":["EE"],"is_corresponding":false,"raw_author_name":"Ingrid Pappel","raw_affiliation_strings":["Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia"],"affiliations":[{"raw_affiliation_string":"Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia","institution_ids":["https://openalex.org/I111112146"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5024067855","display_name":"Dirk Draheim","orcid":"https://orcid.org/0000-0003-3376-7489"},"institutions":[{"id":"https://openalex.org/I111112146","display_name":"Tallinn University of Technology","ror":"https://ror.org/0443cwa12","country_code":"EE","type":"education","lineage":["https://openalex.org/I111112146"]}],"countries":["EE"],"is_corresponding":false,"raw_author_name":"Dirk Draheim","raw_affiliation_strings":["Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia"],"affiliations":[{"raw_affiliation_string":"Information Systems Group, Tallinn University of Technology, Akadeemia tee 15A, 12619, Tallinn, Estonia","institution_ids":["https://openalex.org/I111112146"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5071055533"],"corresponding_institution_ids":["https://openalex.org/I111112146"],"apc_list":null,"apc_paid":null,"fwci":25.1935,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.99222737,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"1135","issue":null,"first_page":"320","last_page":"335"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9941999912261963,"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"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9941999912261963,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9850000143051147,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11045","display_name":"Privacy, Security, and Data Protection","score":0.9652000069618225,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.988066554069519},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.5956101417541504},{"id":"https://openalex.org/keywords/public-sector","display_name":"Public sector","score":0.5792811512947083},{"id":"https://openalex.org/keywords/interpretation","display_name":"Interpretation (philosophy)","score":0.5048128366470337},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4460940957069397},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4434434175491333},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2819240987300873},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.20683380961418152},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.1931784451007843}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.988066554069519},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.5956101417541504},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.5792811512947083},{"id":"https://openalex.org/C527412718","wikidata":"https://www.wikidata.org/wiki/Q855395","display_name":"Interpretation (philosophy)","level":2,"score":0.5048128366470337},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4460940957069397},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4434434175491333},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2819240987300873},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.20683380961418152},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1931784451007843},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-030-39296-3_24","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-39296-3_24","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications in Computer and Information Science","raw_type":"book-chapter"},{"id":"mag:3084855585","is_oa":false,"landing_page_url":"https://jglobal.jst.go.jp/en/detail?JGLOBAL_ID=202002210486920310","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":"Communications in computer and information science","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":19,"referenced_works":["https://openalex.org/W585893458","https://openalex.org/W1512648062","https://openalex.org/W1565851982","https://openalex.org/W1972309359","https://openalex.org/W1978293618","https://openalex.org/W1981901483","https://openalex.org/W2039897348","https://openalex.org/W2042214850","https://openalex.org/W2161259233","https://openalex.org/W2162739315","https://openalex.org/W2196815911","https://openalex.org/W2230910126","https://openalex.org/W2411215371","https://openalex.org/W2474907211","https://openalex.org/W2765183980","https://openalex.org/W2896640274","https://openalex.org/W4214879391","https://openalex.org/W4233152543","https://openalex.org/W6816414153"],"related_works":["https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W4387007686","https://openalex.org/W3084631705","https://openalex.org/W3176146353","https://openalex.org/W4293646425","https://openalex.org/W4379781060"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3}],"updated_date":"2026-04-14T08:04:32.555800","created_date":"2025-10-10T00:00:00"}
