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Sponsored Artificial Intelligence: A Modern Approach, Global Edition Artificial Intelligence: A Modern Approach, Global Edition

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J. Criado

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Review Open access Sep 2026

Unveiling the Dynamics of Chatbot Utilization in the Public Sector: A Framework of Users, Types, Conditions and Effects

This article analyzes the utilization of chatbots in the public sector based on a systematic literature review. We delineate a multi-dimensional analytical framework encompassing: (1) chatbot users, (2) types of chatbot utilization, (3) mediating conditions, and (4) potential effects. Our findings indicate that althoug...

J. Criado, Carlos Jiménez-Cid · 0 citations

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