Understanding chatbot adoption in local governments: A review and framework

Abstract

Public institutions’ chatbots enhance communication when they provide services. Despite their growing popularity and importance, chatbot adoption by government entities is a relatively understudied area of research. This deficiency is even more acute when examining the role of chatbots within local governments, which provide many of the services citizens depend upon. This article consolidates prior research on chatbot adoption in local governments. A systematic literature review analyzed prior research, categorized under four domains—i.e. adoption purpose and areas, benefits and risks, user adoption perspectives, and institutional adoption perspectives. The analysis revealed that: (1) The most common reasons for chatbot adoption among local governments are information provisioning, consultation, transactions, and complaints; (2) Chatbots can enhance outreach and engagement with citizens; (3) The main ethical concerns in chatbot adoption are accuracy, accountability, and exclusionary assumptions; (4) The acceptance of technology can be influenced by the perceived humanness of a chatbot; (5) Institutional readiness is a major factor for adoption success; and (6) Incorporating user suggestions and their institutional implications through the design thinking process could improve chatbot service quality. The study findings inform local governments on the opportunities and constraints associated with chatbot adoption considering heightened interest in artificial intelligence developments worldwide.