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What is Chatbots in Public Service Provision about?

This study investigates the impact of chatbots on public service provision through qualitative interviews with citizens and public service providers. Findings indicate that chatbots enhance access to services and provide insights into citizen needs, contributing to public value creation, though the changes are not drastic. The research highlights the importance of understanding both citizen and provider perspectives to improve the implementation and effectiveness of public service chatbots.

Author

nvtson.3011

Language

EN