Authors: Tetyana Anatoliivna Hrebenyk, Ruslan Yevhenovych Melnychuk, Inna Mykhailivna Horobets, Dmytro Volodymyrovych Savytskyi,
Abstract: The integration of Large Language Models (LLMs) into Cognitive Customer Relationship Management (CRM) platforms presents a transformative opportunity for enhancing citizen engagement in public sector service delivery. As governments seek to modernize their communication channels and administrative responsiveness, LLMs—capable of understanding, generating, and contextualizing human language—offer scalable, intelligent interfaces to personalize interactions, resolve queries, and anticipate citizen needs. This research explores the architecture, application, and impact of embedding LLMs into public-facing CRM frameworks, evaluating how such models can facilitate inclusivity, transparency, and satisfaction across digital governance ecosystems.
DOI: https://doi.org/10.5281/zenodo.16315055
