The role of public service chatbots in raising awareness of computer crimes: A systematic literature review

The intensive use of electronic equipment and the expanding range of services provided via the Internet have led to an increase in computer crime. Although some public measures aim to improve citizens' digital skills concerning the security and privacy of electronic devices, they often fail to address the more complex and specific aspects of this type of crime. The Public Administration has implemented emerging technologies based on Artificial Intelligence (AI) to improve communication between the State and citizens. Preliminary literature research has identified chatbots as a technological tool with potential for this purpose, especially in raising awareness of computer crime. This study, conducted using the Systematic Literature Review (SLR) methodology, aims to gather scientific evidence on the relevance, acceptability, and implementation of conversational assistants (chatbots) within a public service context, with the goal of enhancing awareness of computer crime. The findings suggest that chatbots possess a wide range of attributes suitable for this purpose and are supported by various measures and legal frameworks that recognise their importance. The conclusion highlights that deploying chatbots to raise awareness of computer crime within Public Administration is an underexplored area with significant potential for development and growth.