In today’s world, we are surrounded by technology all around us, with new ones getting developed and built every single day. Technology had made our lives better in ways we couldn’t have imagined before. Perhaps one of the influential technologies around is bots. Bots are special software designed and developed to do a specific repetitive task with zero human assistance automatically. Bots were developed to take the load off people by performing some tasks faster and often more effectively than if a human performed them. Most of the time, bots are software that operates over some type of network, often the internet. They interact with other bots, web pages, or even humans to look for problems they are designed to solve. If we want to categorize bots, we can define two generic categories, good bots and bad ones. The relevance of the problem is determined by the contradiction between the objective social need for implementation, in order to achieve a breakthrough scientific and technological development of the country, the strategic tasks related to the direction of “Digital public administration” of the National Program “Digital Economy” and insufficient research on issues related to the use of new digital solutions in modern social communication. The proposed interdisciplinary research should contribute to understanding the attitude of the population to the ongoing processes of digital transformation of the means of interaction with authorities, the level of their confidence in the widespread introduction of artificial intelligence technologies in the provision of public services. Understanding the psychology of the user, the specifics of information flows in public administration, the capabilities of modern IT systems - all this together will make it possible to significantly improve the corresponding communication processes. The scientific task posed within the framework of the topic is to develop a conceptual model for optimizing one of the main elements of modern e-government systems - “intelligent chat bots” designed to make the interaction of citizens with government bodies more efficient. The results of the project will contribute to the implementation of the goals, objectives and strategic guidelines of the programs of scientific and technological development of both the region and Russia as a whole.