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Publication
Análise do potencial e desafios da utilização de chatbots na comunicação da Polícia de Segurança Pública
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 2.75 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
No mundo em constante mudança em que vivemos, nada escapa a esta rápida inovação. A
comunicação não foge à regra, sendo que são cada vez mais os desafios que se apresentam
a todas as organizações, especialmente as polícias. Assim, urge explorar novas maneiras
de reagir a estas mutações, aproveitando as potencialidades das tecnologias mais recentes,
nomeadamente aquelas que funcionam à base de inteligência artificial. O presente estudo
exploratório pretende explorar ampla e flexivelmente a potencialidade e desafios que a
utilização de chatbots trariam para a Polícia de Segurança Pública, nomeadamente para a
melhoria da eficiência e produtividade do Gabinete de Imprensa e Relações Públicas
(GIRP) na gestão das interações com o público. Através de uma abordagem qualitativa,
recorrendo-se à análise de conteúdo temática de sete entrevistas semiestruturadas feitas a
polícias que estão ou que já passaram pelo GIRP nos últimos cinco anos, percebemos que
este Gabinete enfrenta diversos desafios e dificuldades que lesam a sua eficiência, o que
poderia ser minimizado com a introdução de um chatbot. A produtividade e eficiência do
trabalho do GIRP no contacto com o cidadão melhoraria exponencialmente, desde que seja
assegurado na construção e manutenção do chatbot que preocupações securitárias, de
privacidade e de qualidade de resposta estão acauteladas ao máximo, e que esta ferramenta
seja um complemento aos meios de comunicação atuais e não uma substituição deles, de
modo a garantir uma boa perceção e aceitação por parte dos cidadãos, sem perder a
proximidade com eles.
In the ever-changing world we live in, nothing escapes this rapid innovation. Communication is no exception, and there are increasing challenges for all organisations, especially the police. There is therefore an urgent need to explore new ways of reacting to these changes, harnessing the potential of the latest technologies, particularly those based on artificial intelligence. This exploratory study aims to broadly and flexibly explore the potential and challenges that the use of chatbots would bring to the Public Security Police, namely, to improve the efficiency and productivity of the Press and Public Relations Office (PPRO) in managing interactions with the public. Through a qualitative approach, using thematic content analysis of seven semi-structured interviews with current and former police officers of the PPRO over the last five years, we found that this office faces several challenges and difficulties that hamper its efficiency, which could be minimised with the introduction of a chatbot. The productivity and efficiency of the PPRO’s work in contact with citizens would improve exponentially provided that the construction and maintenance of the chatbot ensures that security, privacy and quality of response concerns are safeguarded as much as possible, and that this tool is a complement to current means of communication and not a replacement for them, in order to ensure that there is a good perception and acceptance by citizens, without losing proximity to them.
In the ever-changing world we live in, nothing escapes this rapid innovation. Communication is no exception, and there are increasing challenges for all organisations, especially the police. There is therefore an urgent need to explore new ways of reacting to these changes, harnessing the potential of the latest technologies, particularly those based on artificial intelligence. This exploratory study aims to broadly and flexibly explore the potential and challenges that the use of chatbots would bring to the Public Security Police, namely, to improve the efficiency and productivity of the Press and Public Relations Office (PPRO) in managing interactions with the public. Through a qualitative approach, using thematic content analysis of seven semi-structured interviews with current and former police officers of the PPRO over the last five years, we found that this office faces several challenges and difficulties that hamper its efficiency, which could be minimised with the introduction of a chatbot. The productivity and efficiency of the PPRO’s work in contact with citizens would improve exponentially provided that the construction and maintenance of the chatbot ensures that security, privacy and quality of response concerns are safeguarded as much as possible, and that this tool is a complement to current means of communication and not a replacement for them, in order to ensure that there is a good perception and acceptance by citizens, without losing proximity to them.
Description
Keywords
chatbots comunicação organizacional desafios potencial Polícia de Segurança Pública chatbots organisational communication challenges potential Public Security Police