The digital transformation poses challenges for public sector organizations (PSOs) such as the dissemination of false information in social media which can cause uncertainty among citizens and decrease trust in the public sector. Some PSOs already successfully deploy conversational agents (CAs) to communicate with citizens and support digital service delivery. In this paper, we used design science research (DSR) to examine how CAs could be designed to assist PSOs in fighting false information online. We conducted a workshop with the municipality of Kristiansand, Norway to define objectives that a CA would have to meet for addressing the identified false information challenges. A prototypical CA was developed and evaluated in two iterations with the municipality and students from Norway. This research-in-progress paper presents findings and next steps of the DSR process. This research contributes to advancing the digital transformation of the public sector in combating false information problems.
Kocur, Alexander; Clausen, Sünje; Hofeditz, Lennart; Brünker, Felix; Fromm, Jennifer; and Stieglitz, Stefan, "FIGHTING FALSE INFORMATION - DESIGNING A CONVERSATIONAL AGENT FOR PUBLIC SECTOR ORGANIZATIONS" (2023). ECIS 2023 Research-in-Progress Papers. 65.