The decision-making by citizens: Evaluating the effects of rule-driven and learning-driven automated responders on citizen-initiated contact

IF 9 1区心理学 Q1 PSYCHOLOGY, EXPERIMENTAL

Computers in Human Behavior Pub Date : 2024-08-20 DOI:10.1016/j.chb.2024.108413

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引用次数: 0

Abstract

While many studies have investigated the impact of artificial intelligence (AI) deployment in the public sector on government-citizen interactions, findings remain controversial due to the technical complexity and contextual diversity. This study distinguishes between rule-driven and learning-driven AI and explores their impact as automated respondents on citizen-initiated contact, an important scenario for public participation with initiative. Based on a conjoint experiment with 763 participations (4578 observations), this study suggests that AI deployments enormously reduce the likelihood of citizen-initiated contact compared to human response, with learning-driven AI having a higher negative effect than rule-driven AI. In addition, the causal effects of respondent image, contact channel, contact purpose, and matter attributes on citizen-initiated contact, as well as their moderating effects, are explored. These findings make theoretical implications and calls for public participation in the roaring AI deployment in the public sector.

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公民决策：评估规则驱动型和学习驱动型自动应答器对公民主动联系的影响

虽然许多研究都调查了公共部门部署人工智能（AI）对政府与公民互动的影响，但由于技术的复杂性和背景的多样性，研究结果仍存在争议。本研究区分了规则驱动型人工智能和学习驱动型人工智能，并探讨了它们作为自动应答者对公民主动联系的影响，公民主动联系是公众主动参与的一个重要场景。基于 763 次参与（4578 个观测点）的联合实验，本研究表明，与人工响应相比，人工智能的部署大大降低了公民主动联系的可能性，其中学习驱动型人工智能的负面影响高于规则驱动型人工智能。此外，研究还探讨了受访者形象、联系渠道、联系目的和事项属性对公民主动联系的因果效应及其调节效应。这些研究结果具有理论意义，并呼吁公众参与到公共部门轰轰烈烈的人工智能部署中来。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Computers in Human Behavior Multiple-

CiteScore

19.10

自引率

4.00%

发文量

381

审稿时长

40 days

期刊介绍： Computers in Human Behavior is a scholarly journal that explores the psychological aspects of computer use. It covers original theoretical works, research reports, literature reviews, and software and book reviews. The journal examines both the use of computers in psychology, psychiatry, and related fields, and the psychological impact of computer use on individuals, groups, and society. Articles discuss topics such as professional practice, training, research, human development, learning, cognition, personality, and social interactions. It focuses on human interactions with computers, considering the computer as a medium through which human behaviors are shaped and expressed. Professionals interested in the psychological aspects of computer use will find this journal valuable, even with limited knowledge of computers.