Theoretical Foundations of the Application of Artificial Intelligence for Optimizing the Processing of Citizens' Appeals in Government Information Systems

The article examines the theoretical foundations and modern technologies for applying artificial intelligence to optimize the processing of citizen appeals in government information systems. Existing approaches to handling appeals are analyzed, their limitations are identified, and the necessity of implementing intelligent information processing methods is substantiated. The foreign experience of using artificial intelligence technologies in digital public administration is reviewed. Key technologies of natural language processing, machine learning, and intelligent platforms are systematized. The risks and limitations of implementing artificial intelligence technologies in the public sector are determined. The obtained results form a theoretical and methodological basis for the further development of architectural solutions for intelligent processing of citizen appeals.

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