Use of chatbots on Swedish municipalities websites

Abstract: The digitalisation has moved forward since the first website launched in Sweden 1993. Today theinternet is a big source for information that is available 24/7 to the users. All municipalities inSweden have their own websites with information for its citizens about topics like eldercare,schools, and landscape planning to rescue services. 17 out of 290 municipalities had a chatbot atthe beginning of this study. The purpose of this report is to highlight how chatbots within theSwedish municipalities are used and what problems they can face with owning one. This will befrom the perspective of the municipality. The method used is semi structured interviews withrepresentatives from eight municipalities and the developer of a chatbot. From these interviews,and our own study, it was learned that municipalities need to prepare themselves better andunderstand their own requirements while measuring their expectations to those.