CTF seminar "Meet AI: Chatbots in Public Service"

Carmine Sergianni, PhD student from University of Naples Federico II will hold a seminar.

Title: “Meet AI: Chatbots in Public Service”

Short description: 

I am a PhD student at the Department of Economics, Management and Institutions at the University of Naples Federico II. My research focuses on exploring how digital technologies are being integrated into public service, with the aim of understanding how these technologies can improve the quality and effectiveness of service provided by public administration. My research is guided by the theoretical framework of Public Service Logic (PSL) (Osborne, 2018), an emerging approach in service studies that is closely related to Service Logic (SL) and Service-Dominant Logic (SDL). PSL proposes that value creation should be seen as central to public service provision.

At the center of this theoretical development is a new understanding of public service, no longer as simple production and provision processes, but as dynamic “service” processes. This innovative approach offers a perspective that values the multiple interactions at the different ecosystem levels between citizens and public administrations, recognising the active role of both parties in the co-creation of value.

In this context, my research has already advanced a systematic literature review on the topic and also aims to explore how digital technologies can support and improve this new vision of public service, contributing to a significant transformation of administrative practices and the way citizens experience and perceive the service provided.

I am also interested in exploring how emerging technologies, such as Artificial Intelligence and the Internet of Things, can be integrated into public service to address modern challenges. My aim is to understand how such technologies can be used to address the complex and increasingly pressing challenges facing public service. Exploring these opportunities is a particularly exciting area of research for me, as I believe that the practical strategic application of these technologies can not only improve the effectiveness of public administrations, but also fundamentally change the way services are designed, delivered and perceived by citizens and society.

Please note that this seminar is internal

For more information please contact charlotta.andersson@kau.se