Virtual agents in the public service: examining citizens’ value-in-use
通过分析公民与虚拟代理的互动记录，识别出使用价值的四个维度，为公共部门利用人工智能提升服务提供理论和实践参考。
The importance of today’s public sector delivering citizen-centric services enabled by technology is well recognized. To deliver such services, the public sector is turning to artificial intelligence, and in particular virtual agents (VA). This research examines how citizens gain value from interacting with VAs in a public sector setting. Through empirical research, utilizing transcripts from citizens’ interactions with a VA, four dimensions of value-in-use were identified. This adds to the theoretical body of knowledge on value co-creation in public service settings and provides practical insights into how citizens use VAs and possible avenues for future investment and improvements.