Users’ Experiences of Algorithm-Mediated Public Services: Folk Theories, Trust, and Strategies in the Global South

Abstract

Despite the increasing prevalence of algorithm-mediated public services, there continues to be a limited understanding of citizens’ perspectives on this matter, particularly in the Global South. This study explores citizens’ experiences as users and affected stakeholders of algorithm-supported decision-making. From a qualitative perspective, we conducted and analyzed face-to-face interviews (N = 27) in Santiago, Chile. From the standpoint of folk theories as behavior guides, we identified that people tend to associate AI and algorithms with expanding the State’s monitoring, organizing, and decision-making capacity. At the same time, they express a prevailing sense of trust, but with certain boundaries. This trust is influenced by factors, such as a belief in AI’s future promise, a need for human mediation, and limitations related to structural inequalities. These findings underscore the responsibility placed on technology developers and public policymakers, emphasizing the importance of adopting an intersectional and position-based approach to AI design.

Keywords:

• AI
• trust
• global south
• folk theories
• digital gap
• Chile

Acknowledgments

We are grateful to the individuals who dedicated their time to participate in the interviews conducted for this study.

Disclosure statement

The authors report there are no competing interests to declare.

Data availability statement

The qualitative data can be available upon request to the authors.

Additional information

Funding

This research project was funded by the National Agency of Research and Development (Agencia Nacional de Investigación y Desarrollo; ANID) in Chile through the Millennium Science Initiative Program – Futures of Artificial Intelligence and its Socio-cultural Implications in Chile and Latin America (FAIR) (grant NCS2022_065). Claudia López was also supported by Centro Nacional de Inteligencia Artificial CENIA, FB210017, BASAL, ANID, and Teresa Correa was supported by ANID’s Millennium Science Initiative Program (grant NCS2022_046) and Fondecyt 1210740. This work was also supported by InES Género USM (INGE210004).

Notes on contributors

Claudia López

Claudia López works as an assistant professor at the Universidad Técnica Federico Santa María, Chile. She holds a PhD in Information Sciences and Technology, and serves as a principal investigator at two Chilean research centers: CENIA and FAIR. Her current projects are primarily focused on human-centered artificial intelligence.

Alexandra Davidoff

Alexandra Davidoff is a sociologist from the Pontifical Catholic University of Chile, currently pursuing her Master’s in Sociology of Childhood and Children’s Rights at University College London. Her research project focuses on the role of technology and artificial intelligence in childhood studies.

Francisca Luco

Francisca Luco is a political scientist from the Pontifical Catholic University of Chile, currently serving as an assistant researcher at the Millennium Nucleus – Futures of Artificial Intelligence and its Socio-cultural Implications in Chile and Latin America (FAIR). Her work is rooted in reshaping perspectives on technology from the Global South.

Mónica Humeres

Mónica Humeres is an assistant professor in the School of Communication at Universidad Diego Portales, Chile. She serves as an associate researcher for the Millennium Nucleus FAIR. She holds a Ph.D. in Sociology. Her work aims to contribute to the interdisciplinary field of STS, with a particular focus on gender.

Teresa Correa

Teresa Correa PhD in communication, UT-Austin, is full professor in the School of Communication at Universidad Diego Portales, Chile. She is principal investigator of Millennium Nucleus FAIR and alternate director of Millenium Nucleus NUDOS (Digital Inequalities and Opportunities). Her research focuses on digital inequalities.