Digitale Verwaltung : „Ein Chatbot ist keine eierlegende Wollmilchsau“

Was muss ich bei der Rücksendung von Artikeln beachten? Ich habe mein Passwort vergessen, was muss ich tun? Chatbots sind in der Wirtschaft bereits seit Jahren im Einsatz. Sie reagieren dort auf gängige Kundenanfragen, vergeben Termine oder dienen als Anrufbeantworter. In der Verwaltung scheute man den automatisierten Chat mit den Bürgerinnen und Bürgern bisher. Denn die Herausforderung ist ungleich größer: Fragen des Datenschutzes oder der Rechtssicherheit der Antworten spielen eine große Rolle – besonders in Deutschland.

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