The Center for Training Leaders and Digital Transformation Teams at GSSU RANEPA conducted a study and outlined trends and problems in replacing live specialists with chatbots. The Russians complain about the replacement and “rested against a truly impenetrable wall.”
Russians began to annoy government chatbots instead of live specialistsKarina Pardaeva
In this regard, problems, inconveniences and even crimes that are associated with government digital services are growing. writes “Kommersant”.
State services themselves cannot ensure the security of the applicant’s data, “comparable at least to the level of security of paper documents,” experts say.
Specialists are also concerned that the possibility of failure, error, loss of user data is not always recognized as a valid reason for delaying or canceling the launch of the service.
The simplification and standardization of public services is combined with a feeling of somewhat artificial alienation of departments from citizens, a paternalistic position in which people are passive recipients of social benefits from an anonymous source.
Minor issues that could be quickly resolved with a specialist turned into unsolvable problems. Most Russians complain about public services precisely because of this reason, experts emphasize, recommending that developers pay attention to the quality of services by deploying powerful customer support for the population.
Cover photo: TippaPatt /
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Source: RB.RU by rb.ru.
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