7 ways in which chatbots can make administrative procedures easier

The digital age has transformed many aspects of our daily lives, including the way we interact with public administrations. Chatbots - computer programmes capable of simulating a conversation with human users - are emerging as valuable tools for simplifying and streamlining administrative procedures. Here are 7 ways in which chatbots can make administrative procedures easier.

1. 24/7 access to information

Chatbots provide instant access to administrative information, 24 hours a day, 7 days a week. Unlike the limited opening hours of physical administrations, chatbots allow citizens to consult essential information at any time, from the comfort of their home or workplace. Visit this link for more information.

2. Fast, personalised responses

Using artificial intelligence (AI) technologies, chatbots can provide fast, personalised answers to users' questions. By recognising natural language and analysing queries, chatbots can identify the specific needs of each individual and direct them to the right course of action.

3. Simplifying complex procedures

Chatbots can guide users through complex administrative procedures, breaking down the steps into clear, concise instructions. They can provide detailed explanations, illustrations and relevant links to make it easier to understand and complete the procedures.

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Take the example of applying to renew an identity card. A chatbot can guide the user through the various stages of the procedure in a simple and intuitive way.

Identifying the procedure

Users can initiate a conversation with the chatbot by indicating that they wish to renew their identity card. The chatbot will automatically identify the appropriate procedure and provide general information about the process.

Gathering information

The chatbot will then ask the user to provide the information required to process their request, such as their surname, first name, date of birth, address and telephone number. This information will be collected securely and stored in accordance with current regulations.

Checking supporting documents

The chatbot will inform the user of the supporting documents required to complete the application, such as a recent passport photo and proof of address. It will also be able to provide examples and advice to make it easier to prepare these documents.

Downloading the form

The chatbot will guide the user through downloading the identity card renewal application form. It can provide detailed instructions for filling in the form correctly and avoiding errors.

Making an appointment

If necessary, the chatbot will be able to help the user make an appointment with the relevant administration to submit the application and collect the new identity card. It can suggest different times and confirm the appointment by email or text message.

Application follow-up

The chatbot can also enable users to track the progress of their application in real time. It will be able to provide information on the remaining stages and inform the user of the availability of their new identity card.

Personalised assistance

Throughout the process, the chatbot will be able to answer the user's questions and provide personalised assistance. It will be able to clarify instructions, demystify administrative jargon and suggest alternative solutions in the event of difficulties.

4. Reducing errors and delays

The automation of administrative tasks by chatbots considerably reduces human errors and waiting times. This is because chatbots can process requests accurately and efficiently, without the hazards of fatigue or distraction.

5. Data collection and continuous improvement

Interactions with chatbots generate valuable data on the needs and difficulties encountered by citizens when dealing with administrative formalities. This data can be analysed to identify areas for service improvement and optimise chatbot functionalities.

6. Greater accessibility for people with disabilities

Chatbots are an inclusive solution for people with disabilities, enabling them to access administrative services independently and without assistance. The chatbots' text and voice interfaces make information and procedures accessible to everyone, regardless of their physical abilities.

7. Promoting citizen satisfaction

By simplifying, personalising and speeding up administrative procedures, chatbots help to improve citizen satisfaction with public services. This increased satisfaction strengthens confidence in institutions and encourages greater citizen participation.

In conclusion, chatbots represent a powerful tool for modernising and simplifying administrative procedures, making them more accessible, efficient and satisfying for citizens. The growing adoption of chatbots by public administrations will help to shape a future in which interactions with public services are more fluid, transparent and efficient.