ISSN: 2173-8254

Nº 26 June 2024

THE (NECESSARY) REGULATION OF AUTOMATED ADMINISTRATIVE ACTION: the use of robotics through chatbots and virtual assistants in the Peruvian public administration

Country: Perú

The birth of the digital administration - a component part of the so-called fourth industrial revolution - has generated, without a doubt, transcendental changes that have revolutionized the development of public administrations worldwide, through the massive and increasingly constant use of technologies. of information and knowledge (ICTs), intensifying its impact during the Covid-19 pandemic and after it, which has undoubtedly had enormous advantages in avoiding the confinement of public functions and services, but which in turn time has brought important challenges in the face of certain negative edges for the citizen, arising from its implementation and generalization, such as the so-called digital gaps, the exclusion of vulnerable groups, the violation of data privacy, etc.

The introduction of these disruptive technologies has brought with it the growing massification of chatbots, conversational virtual assistants, inserted in the interfaces of Public Administrations, which allow the automation of various tasks without the need for direct human intervention, freeing the official or public servant from them to be able to offer better quality tasks. However, the regulation of these aspects must accompany and offer a legal and constitutional framework that allows not only its use but also a due weighting between the benefits it brings to the public administration and the protection of citizen rights, in particular those that lack of the means and capacities to adapt to this new reality.