Public Encounters and Government Chatbots: When Servers Talk to Citizens

IF 6.1 1区管理学 Q1 PUBLIC ADMINISTRATION

Public Administration Review Pub Date : 2025-07-05 DOI:10.1111/puar.70005

Art Alishani, Vincent Homburg, Ott Velsberg

引用次数: 0

Abstract

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.

查看原文本刊更多论文

公共接触和政府聊天机器人：当服务器与公民交谈

世界各地的公共服务提供商现在都在提供聊天机器人来回答公民的问题并提供数字服务。使用这些人工智能驱动的技术，公民可以通过模拟面对面互动的系统与政府进行对话，并根据公民的沟通风格调整自然语言的使用。本文考察了聊天机器人在政府互动中的新兴经验，重点探讨了公共行政从业者和学者对聊天机器人在公共接触中的期望。此外，它还试图确定在对数字公共接触的普遍理解中存在哪些差距。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Public Administration Review PUBLIC ADMINISTRATION-

CiteScore

15.10

自引率

10.80%

发文量

130

期刊介绍： Public Administration Review (PAR), a bi-monthly professional journal, has held its position as the premier outlet for public administration research, theory, and practice for 75 years. Published for the American Society for Public Administration,TM/SM, it uniquely serves both academics and practitioners in the public sector. PAR features articles that identify and analyze current trends, offer a factual basis for decision-making, stimulate discussion, and present leading literature in an easily accessible format. Covering a diverse range of topics and featuring expert book reviews, PAR is both exciting to read and an indispensable resource in the field.