Public Encounters and Government Chatbots: When Servers Talk to Citizens

• 成果类型: Article; Early Access
• 署名作者: Alishani, Art; Homburg, Vincent; Velsberg, Ott
• 署名单位: University of Tartu; Erasmus University Rotterdam - Excl Erasmus MC; Erasmus University Rotterdam; Umea University
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/puar.70005
• 发表日期: 2025
• 关键词: street-level bureaucracy; COMMUNICATION; DISCRETION; ACCOUNTABILITY; intelligence; INFORMATION; TECHNOLOGY; work; ICT

摘要

Public service providers around the world are now offering chatbots to answer citizens' questions and deliver digital services. Using these artificial intelligence-powered technologies, citizens can engage in conversations with governments through systems that mimic face-to-face interactions and adjust their use of natural language to citizens' communication styles. This paper examines emerging experiences with chatbots in government interactions, with a focus on exploring what public administration practitioners and scholars should expect from chatbots in public encounters. Furthermore, it seeks to identify what gaps exist in the general understanding of digital public encounters.