Uncovering the Results of AI Chatbot Use in the Public Sector: Evidence from US State Governments

Abstract

The use of artificial intelligence (AI) chatbots in the public sector worldwide has increased in recent years. Despite its increasing use, public administration research in this area faces some limitations. First, much of the current research is theoretical and normative, lacking substantial empirical data to assess the results of chatbots. Second, the specific effects of chatbots on government organization operations and their interactions with the public are not well understood. The purpose of this empirical study is to explore how chatbots influence government operations and their relationship with citizens. We conducted in-depth interviews with officials and employees from twenty-two state agencies in the United States. Leveraging insights from public sector innovation and digital transformation literature, our study reveals various process- and product-related outputs and outcomes within organizations and in government-citizen interactions stemming from chatbot use.