Chatbots in Public Service: Responsible Design and Use

Chatbots—text- or voice-based systems that simulate human conversation—are increasingly used to provide public information, automate services, and streamline communication. But along with their promise come real challenges, from accessibility issues, to deceptive design, to data privacy and transparency concerns. In this session, we’ll unpack how conversational bots work, what they can (and can’t) do, and what risks to watch for when deploying them in the public sector. Whether you’re exploring chatbot use for your team or just want to understand the basics, this workshop will give you a solid foundation for making informed, ethical decisions.