Support of processes by appropriate Information and Communication Technology (ICT) is a key requisite to persist in an environment characterised by high specialisation and cooperative service production – also in the public sector. This paper describes a method for pattern-based semantic...

The capabilities of artificial intelligence (AI) have passed a tipping point, allowing customers to interact with organizational IT systems using natural language and unstructured text. In particular, conversational AI is transforming customer experience. This article demystifies conversational...