공공서비스 품질 개선과 행정 만족도 증진을 위한 AI채봇 개발 -관광 AI챗봇을 중심으로-

The use of AI chatbots to improve customer experience in online and mobile environments is becoming common. The use of AI chatbots can provide excellent service quality for simple complaints and inquiries at low cost for public service providers. Public service users can receive highly effective administrative services through immediacy, convenience, flexibility, and acquisition of high-quality information. In the public sector, inbound inquiries from the integrated complaint center are increasing. In cases where formal Q&A is the main focus, introducing an AI chatbot can be an alternative. The development of an AI chatbot centered on service user experience(UX) can contribute to the improvement of outstanding public service quality by reducing the duplicative work burden of public sector personnel as well as reducing users' waiting time. In this study, in the situation where AI chatbot is introduced in the public sector, it provides an AI chatbot development process without resistance and presents an actual AI chatbot development method. Here, we will explain how to create an AI chatbot using Python according to the design thinking process. This study is aimed at making it easy for practitioners in the public sector who are interested in improving public service quality to understand how to create AI chatbots and apply them to practice.