Citizen‐Centric Approaches to AI in Government Programs: Lessons From Experimental Studies
研究通过两个实验调查612名美国居民对政府服务中人工智能的态度，发现公民支持AI用于简化复杂项目、提供定制服务和减少欺诈，为公共管理者决策提供参考。
ABSTRACT Emerging technologies have far‐reaching effects on public governance. Artificial Intelligence (AI) is one such technology. Yet, given concerns of privacy, accountability, and bias with AI use, public managers grapple with deciding if, and to what extent, AI should be included in delivering public services. Current research has made attempts to unpack the determinants of AI use in these settings, but with greater focus on the technology rather than its users. The current study shifts focus to citizens' perceptions and asks what the conditions are under which citizens would embrace high‐performing AI government service delivery. The study leverages a sample of 612 U.S. residents in two experiments that investigate public sentiments towards AI in public service contexts where it is implemented well. Findings reveal citizens' nuanced support for AI in simplifying complex programs delivering tailored services and reducing fraud. These insights can guide decision‐making on AI use in public service delivery.