Public Encounters and Government Chatbots: When Servers Talk to Citizens
研究了政府使用聊天机器人回答公民问题、提供数字服务的新现象，分析了公共管理实践者和学者应如何预期聊天机器人在公众接触中的作用，并指出了当前对数字公众接触理解的不足。
ABSTRACT Public service providers around the world are now offering chatbots to answer citizens' questions and deliver digital services. Using these artificial intelligence‐powered technologies, citizens can engage in conversations with governments through systems that mimic face‐to‐face interactions and adjust their use of natural language to citizens' communication styles. This paper examines emerging experiences with chatbots in government interactions, with a focus on exploring what public administration practitioners and scholars should expect from chatbots in public encounters. Furthermore, it seeks to identify what gaps exist in the general understanding of digital public encounters.