Artificial Intelligence Chatbots in Action: Optimizing Benefits Enrollment in Public Administration

This article examines the implementation of artificial intelligence-powered chatbots in public sector benefits enrollment processes, focusing on their potential to streamline operations, enhance user experience, and reduce administrative burdens. Through a comprehensive analysis of case studies in healthcare and social security benefits programs, we demonstrate that chatbots can significantly improve efficiency, accuracy, and accessibility in enrollment procedures. Our findings indicate a 30-40% reduction in processing times and a marked increase in application completion rates. However, challenges related to data privacy, system integration, and user acceptance persist. This article contributes to the growing body of literature on digital transformation in public administration by providing empirical evidence of chatbots' effectiveness in benefits enrollment. We conclude that while chatbots offer promising solutions to longstanding issues in public sector service delivery, their successful implementation requires careful consideration of technical, ethical, and user-centric factors. Our study has important implications for policymakers and public administrators seeking to leverage AI technologies to enhance public service efficiency and accessibility