The Role of Natural Language Processing (NLP) in Public Services: Opportunities, Challenges, and Future Prospects

SAYLAM A., ÖZACİT İ.

Artificial Intelligence in Public Administration: From E-Government to Smart Government, NOVA Publications , ss.105-120, 2026 identifier

  • Yayın Türü: Kitapta Bölüm / Araştırma Kitabı
  • Basım Tarihi: 2026
  • Yayınevi: NOVA Publications
  • Sayfa Sayıları: ss.105-120
  • Anahtar Kelimeler: Natural language processing (NLP), Public administration, Public services
  • Hacettepe Üniversitesi Adresli: Evet

Özet

NLP (Natural Language Processing), one of the concrete and userfriendly artificial intelligence applications of the transition from machine language to human language, has the potential to cause radical changes in the delivery of public services. The aim of this study is to present the conceptual framework and practical applications of NLP applications in public services. In this context, firstly, the definition and application of NLP are discussed within the scope of the existing literature. Secondly, the opportunities and challenges that NLP can create in public services are discussed. Thirdly, successful NLP cases applied in public services are discussed. In the conclusion, recommendations, future potential, and potential threats for the application of NLP in public services are discussed.