Virtual agents in the public service: examining citizens' value-in-use
Journal Publication ResearchOnline@JCUAbstract
The importance of today's public sector delivering citizen-centric services enabled by technology is well recognized. To deliver such services, the public sector is turning to artificial intelligence, and in particular virtual agents (VA). This research examines how citizens gain value from interacting with VAs in a public sector setting. Through empirical research, utilizing transcripts from citizens' interactions with a VA, four dimensions of value-in-use were identified. This adds to the theoretical body of knowledge on value co-creation in public service settings and provides practical insights into how citizens use VAs and possible avenues for future investment and improvements.
Journal
Public Management Review
Publication Name
N/A
Volume
26
ISBN/ISSN
1471-9045
Edition
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Issue
1
Pages Count
16
Location
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Publisher
Routledge
Publisher Url
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Publisher Location
N/A
Publish Date
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Url
N/A
Date
N/A
EISSN
N/A
DOI
10.1080/14719037.2022.2044504