Improving Conversational User Interfaces for Citizen Complaint Management through enhanced Contextual Feedback
Kai Karren, Michael Schmitz, Stefan Schaffer · 2024
As cities transform, disrupting citizens’ lives, their participation in urban development is often undervalued despite its importance. Citizen complaint systems exist but are often limited in fostering meaningful dialogue with municipalities. Meanwhile, smart cities aim to improve living standards, efficiency, and sustainability by integrating digital twins with physical infrastructures, potentially enhancing transparency and enriching communication between cities and their inhabitants with real-time data. Complementing these developments, technologies realizing Conversational User Interfaces (CUIs) are becoming more capable in providing a conversational and feedback-oriented approach such as complaint management processes.