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2 2021

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Quality of service in local government units and digital exclusion of elderly people - example from implementing the Avatar project

Nowakowska-Grunt Joanna, Dziadkiewicz Michał, Olejniczak-Szuster Katarzyna, Starostka-Patyk Marta

Polish Journal of Management Studies

2021

Vol. 23, No. 2

335--352

The aim of the research conducted as part of the presented article is to present the expectations of seniors in terms of service in local government units and the resulting needs for the use of modern digital solutions contributing to the improvement of their quality of life, together with digital exclusion, which was the basis for the research in the creation and implementation of the Avatar project effects. The article presents research on the assessment of the quality of service in the office, supplemented with practical solutions in the form of a virtual assistant for the elderly, which in turn improved the level of service in the perception of older people. The article uses the Servqual methodology to determine the level of satisfaction of older people with service in the office and indicates the limitations related to digital exclusion in these people, as well as the effects related to supporting the elderly through an avatar - a virtual assistant.

Celem badań przeprowadzonych w ramach prezentowanego artykułu jest przedstawienie oczekiwań seniorów w zakresie obsługi w jednostkach samorządu terytorialnego i wynikających z nich potrzeb w zakresie wykorzystania nowoczesnych rozwiązań cyfrowych przyczyniających się do poprawy ich jakości życia, wraz z wykluczeniem cyfrowym, które było podstawą badań w zakresie tworzenia i wdrażania efektów projektu Avatar. W artykule przedstawiono badania dotyczące oceny jakości obsługi w biurze, uzupełnione praktycznymi rozwiązaniami w postaci wirtualnej asystentki dla osób starszych, co z kolei poprawiło poziom obsługi w percepcji osób starszych. W artykule wykorzystano metodologię Servqual do określenia poziomu zadowolenia osób starszych z obsługi w biurze oraz wskazano ograniczenia związane z wykluczeniem cyfrowym u tych osób, a także efekty związane ze wsparciem osób starszych poprzez awatara - wirtualnego asystenta.

Chatbot as a Tool for Knowledge Sharing in the Maintenance and Repair Processes

Mleczko Katarzyna

Multidisciplinary Aspects of Production Engineering

2021

Vol. 4, Iss. 1

499--508

In the era of digitization and general access to Internet resources, it seems natural to expect fast, direct, and tailored access to the knowledge of interest. The research shows that the use of modern technologies is not reserved only for industrial solutions, but can be applied in common use. Solutions based on artificial intelligence can provide solutions to many problems of the modern world. This is particularly visible in the era of challenges related to ecology (e.g. minimization of paper consumption) and expectations of fast access to information regardless of place and time. Treating chatbots as a tool supporting the customer in current activities, quick problem-solving shows the potential and care for the image of the producers. Developing the functionality of virtual assistants used for marketing activities with the functionality of technical support can bring tangible benefits both in the economic and social spheres. It should be noted that electronic versions of documents, knowledge transferred in an interactive form can be easily updated and presented in different forms. This increases the attractiveness of transmitted knowledge, users can choose the appropriate form, and access to these resources becomes easier. Artificial intelligence-based tools in the form of chatbots (also called virtual assistants) seem to be a solution worthy of interest. This paper presents the process of developing a virtual assistant to support the maintenance and repair activities of small household appliances. A chatbot aims at gathering in one place and then providing dedicated knowledge resources to an individual user on a just-in-time basis.