Development of an Emotional and Contextual Chatbot to Enhance Communication Between Public Institutions and Citizens

Abstract

This thesis presents the design of an emotional and context-aware chatbot to improve communication between public institutions and citizens. Leveraging natural language processing and large language models, the chatbot can understand user queries, detect emotional cues, and generate empathetic responses tailored to the context. By offering more human-like and sensitive interactions, the system enhances user experience, promotes trust, and supports more effective public service delivery across various sectors.