Public Encounters and Government Chatbots: When Servers Talk to Citizens.
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 adj...
| Publicado en: | Public Administration Review Vol. 86; no. 1; pp. 35 - 46 |
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| Autores principales: | , , |
| Formato: | Artículo |
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Wiley-Blackwell
Jan/Feb2026
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ssf&AN=190956095&site=ehost-live header: @attributes: shortDbName: ssf uiTerm: 190956095 longDbName: Social Sciences Full Text (H.W. Wilson) uiTag: AN controlInfo: bkinfo: jinfo: jid: 00333352 PBA jtl: Public Administration Review issn: 00333352 maglogo: Y pubinfo: dt: Jan/Feb2026 vid: 86 iid: 1 pid: 480 pub: Wiley-Blackwell artinfo: ui: 190956095 10.1111/puar.70005 ppf: 35 ppct: 11 formats: fmt: – @attributes: type: T – @attributes: type: P size: 330KB tig: atl: Public Encounters and Government Chatbots: When Servers Talk to Citizens. aug: au: Alishani, Art Homburg, Vincent Velsberg, Ott affil: University of Tartu, Johan Skytte Institute of Political Studies, Tartu, Estonia ESSB Department of Public Administration and Sociology, Erasmus University Rotterdam, Rotterdam, the Netherlands Government Chief Data Officer at the Ministry of Justice and Digital Affairs, Tallinn, Estonia Department of Informatics, Umeå University, Umeå, Sweden su: Public administration Artificial intelligence Citizens Public services Chatbots Internet in public administration Government communication systems Electronic services sug: subj: Public administration Artificial intelligence Citizens Public services Other General Government Support Chatbots Internet in public administration Government communication systems Electronic services keyword: artificial intelligence government chatbots public encounters artificial intelligence government chatbots public encounters ab: 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. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: N holdings: @attributes: islocal: N |
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