Development and Evaluation of an Intelligent Chatbot for the Management of Citizen Procedures in the GAD San Miguel de Ibarra

The Government Autonomous Decentralized (GAD) of San Miguel de Ibarra needs to improve communication with citizens regarding municipal procedures. This study proposes an innovative approach to develop a digital communication channel that facilitates the management of municipal requirements, contributing to the modernization and digital transformation of the public sector for the benefit of society. Implementing a WhatsApp chatbot to automate citizen inquiries about municipal procedures in the GAD of Ibarra presents a promising solution for measuring efficiency in citizen services. The chatbot was developed using Dialogflow, an artificial intelligence and natural language understanding tool, employing the waterfall development methodology. A survey was conducted to evaluate the chatbot's effectiveness, and the results indicated high user satisfaction with the system's quality, information, and service. The study underscores the potential of chatbots as a viable solution for improving user experience and reducing the need for citizens to visit the GAD information point and endure queues physically. The findings of this study offer valuable insights for other governments considering implementing chatbot solutions to enhance citizen services, particularly in the context of artificial intelligence and digital communication.