Chatbot for the parliamentary documentation website

Chatbots and user support

Italy - Chamber of Deputies

Use case ID: 008

Author: IT Department, Chamber of Deputies of Italy

Date: 22 May 2024

Objective: 

Provide a chatbot so that users can submit queries about parliamentary documentation in natural language. The chatbot answers in natural language and provides links to the references used to produce the answer.

Actors: 

  • Users of the parliamentary documentation website
  • Chatbot

Prerequisites:

  • Existing parliamentary documentation database
  • Existing content management systems for parliamentary documentation 
  • Existing parliamentary documentation website

Scenario:

  1. The user initiates a chat session with the AI chatbot.
  2. The AI chatbot greets the user and asks how it can assist them.
  3. The user describes the issue or question.
  4. The AI chatbot analyses the user’s input and searches the knowledge base for relevant information.
  5. The AI chatbot provides a helpful response to the user's query.
  6. If the AI chatbot is unable to fully resolve the issue, it apologises and asks the user to reformulate the question or ask a different one.

Expected results:

  • User satisfaction is improved through faster response times and 24/7 availability.
  • The human support workload is reduced.
  • User enquiries are handled more efficiently.

Potential challenges:

  • Ensuring the AI chatbot provides accurate and relevant responses
  • Handling questions that may not be covered in the knowledge base
  • Maintaining a natural and engaging conversation flow

Data requirements:

  • Parliamentary documentation knowledge base

Integrations with other systems:

  • Parliamentary documentation database
  • Content management systems for parliamentary documentation 
  • Parliamentary documentation website

Success metrics:

  • Average response time
  • User satisfaction scores
  • Percentage of questions answered by the AI chatbot without human intervention

 

The Use cases for AI in parliaments collection is published by the IPU’s Centre for Innovation in Parliament as part of the Parliamentary Data Science Hub’s project to create guidelines for AI governance in parliaments.

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International licence. It may be freely shared and reused with acknowledgement of the author and the IPU. 

A use case describes how a system should work. It is used to plan, develop and measure implementation. A use case is not the same as a case study, which is a descriptive text of an actual project’s implementation. Please note that this use case is provided “as is” and neither the IPU nor the author accepts any responsibility for its use.

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