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The Adoption and Implementation of Artificial Intelligence Chatbots in Public Organizations: Evidence from U.S. State Governments

This study examines the adoption and implementation of AI chatbots in U.S. state governments, identifying key drivers, challenges, and best practices for public sector chatbot deployment.

Organization: The American Review of Public Administration

Authors: Tzuhao Chen, Mila Gascó-Hernandez, Marc Esteve

Published Year: 2023

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The research explores 22 state agencies using AI chatbots, highlighting that ease of use, leadership support, and external factors like the COVID-19 pandemic drive adoption. Implementation challenges include maintaining knowledge bases, ensuring data privacy, and addressing citizen expectations.

The study emphasizes the role of IT vendors and cross-agency collaboration in chatbot success, offering insights for policymakers and public administrators on improving AI-driven service delivery​.