Chatbot Adoption in Public Service Delivery

Public services worldwide are increasingly adopting chatbots to enhance efficiency and accessibility. The adoption of chatbots is significant as it has the potential to revolutionise public service delivery however there are technical and ethical challenges noted. This study adopted the systematic literature review (SLR) method to investigate the challenges and opportunities in chatbot adoption in the context of the public sector. It included a total of 32 papers in the qualitative data analysis. The findings reveal critical aspects to chatbot adoption. In digitalisation, building trust and ensuring user-friendly access are vital, and integrating chatbots with existing services is complex, demanding technical and organisational changes. While, addressing ethical concerns and building a skilled workforce are essential for success. Additionally, the ability to handle increased service requests and interpret user intent effectively is key. Synergistic integration with existing public services promises an improved user experience. This research provides insights for policymakers, public administrators, and public technology developers in navigating the digital transformation of public services. The guidelines for chatbot implementation offer a practical roadmap, for enhancing service delivery and user engagement. This study contributes to more accessible, efficient, and user-centric public services, meeting the evolving expectations of a digitally connected society. As public sector entities grapple with the demand for efficient and accessible services, insights from this review could guide efforts to harness the potential of chatbots.