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.

Keywords:

• Artificial intelligence
• chatbot
• digital transformation
• public sector innovation
• virtual assistant

Acknowledgments

Earlier versions of this paper were presented at the Rockefeller Brown Bag 2022, the IRSPM 2023, and the Graduate Institute of Public Affairs at National Taiwan University in 2024. We extend our heartfelt thanks to all participants at these events for their insightful and constructive feedback. Our gratitude also goes to the three anonymous reviewers, whose comments were invaluable in refining this manuscript. Special thanks are due to Dr. Qianli Yuan and Lichen Chu for their support during the interview preparation process. Lastly, we wish to express our profound appreciation to all the interviewees who participated in this research.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

The authors received no financial support for the research, authorship, and/or publication of this article.

Notes on contributors

Tzuhao Chen

Tzuhao Chen is a Ph.D. Candidate in Public Administration at the Rockefeller College of Public Affairs and Policy and serves as a Research Assistant at the Center for Technology in Government, both at the University at Albany – SUNY. His research interests include but are not limited to digital government, artificial intelligence, public sector innovation, and smart cities.

Mila Gasco-Hernandez

Mila Gasco-Hernandez is an Associate Professor in the Department of Public Administration and Policy as well as the Research Director of the Center for Technology in Government, both at the University at Albany – SUNY. Her research interests include digital government, open government, public sector innovation, smart cities and communities, telework, and artificial intelligence in government.