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Chatbots and Citizen Satisfaction: Examining the Role of Trust in AI-Chatbots as a Moderating Variable

Domaine:

digital infrastructure

Type de record:

paper
Créateur:
El El Sal
Éditeur:
LabUni
Éditeur:
CCSDUIK
Hôte:avatar
International audience This study seeks to investigate the effect of deploying artificial intelligence (AI)-chatbots on citizen satisfaction within the public sector in Morocco, with a particular emphasis on the moderating variable of trust in AI-chatbots. Through an exploration of this correlation, the study aims to comprehend the way in which the incorporation of AI-chatbots into public services affects the perceptions and levels of satisfaction of citizens, with a great interest in how trust in these technologies could either amplify or lessen the impact of these technologies. The research sheds light on the current landscape of these technologies using a survey that was issued to citizens. The survey reveals that even if chatbots are still in their earliest phases of adoption, they are already meeting citizen expectations.

Visit

hal.science

Tags

citizens' satisfactiontrust in AI-chatbotspublic sectorchatbotsArtificial intelligenceArtificial intelligence chatbots public sector trust in AI-chatbots citizens' satisfaction[SHS]Humanities and Social Sciences

Licenses

info:eu-repo/semantics/OpenAccess

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