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

Abstract

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 although citizens primarily use chatbots to obtain information, these applications are also employed for a variety of other informational and interaction-related purposes. In addition, chatbots are increasingly used by public employees, generating benefits that extend beyond efficiency gains. Also, there is an overemphasis on analyzing the conditions underlying chatbot utilization through user acceptance models, while more empirical research regarding the effective generation of benefits and drawbacks is needed. Overall, these findings contribute to the scholarly debate on artificial intelligence, in general, and chatbots in the public sector, in particular. Ultimately, the article outlines a conceptual and analytical roadmap to understand the dynamics of chatbot utilization, offering guidance at a time when the implementation of these artifacts is rapidly expanding across multiple domains of public service provision. This study may guide both future research in the field and decisions of policymakers in the design of chatbot initiatives in the public sector.