An Analysis of Knowledge Management Processes in intelligent chatbot Systems to Meet the Needs of The Government's sector Customers

Abstract

Artificial intelligence is one of the most notable elements of the Fourth Industrial Revolution, with government sectors adopting AI-supported systems such as intelligent chatbot systems to keep up with the digital transformation and meet the needs of their customers. It is vital to guarantee that these technologies are built on knowledge management processes in order to fully utilize them. This study aimed to analyze the knowledge management processes on which intelligent chatbot systems are based and supported by artificial intelligence techniques to meet the needs of customers of government ministries. The study used the content analysis approach, Drawing upon the literature review and analysis of knowledge management processes on which the intelligent chatbot Systems are based between (2007) until (2020). An application analysis content form was used as a tool for the study. The results of this study show that intelligent chatbot systems are based on the following processes: knowledge extraction, knowledge organization, knowledge storage, knowledge retrieval, knowledge update.