Comunicação digital: documento norteador de recursos de atendimento, a partir do case da “juçara” do governo do Estado do Maranhão

Abstract

This research involves the themes of Digital Communication, Data Analysis and the use of chatbots in public administration and proposes the preparation of a guiding document for directing service and communication resources, based on the analysis of data from services provided by “Juçara” – a chatbot of the State Government of Maranhão. The problem that guides this study is: based on the case of the State Government, how can public communication contribute to improving the support offered by Juçara, considering the analysis of data from virtual services provided through this chatbot? This study aims to identify communication failures and problems arising from virtual services related to the use of Juçara, as well as how they can be mitigated based on the results of the data analysis, with the aim of optimizing the provision of this public service to citizens. The methods adopted to carry out this research are in accordance with the explanatory approach, associated with an analysis based on Data Science, in order to assist in decision-making. The results were visualized through graphs and tables, which allowed the inference of patterns and behaviors.