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Conversational-agent-mediated public encounters: an analysis of citizen communication in public service delivery
- Truvace record
- TRV-2026-2573raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Interviews or qualitative study
- Sources
- 1 sourcePeer-reviewed
- sha256
- 98662178bf0e…check it
Purpose Conversational agents are often used in public organizations as an entry-level application of artificial intelligence and constitute a form of digitally mediated public encounter. However, little is known about how citizens communicate in conversational-agent-mediated public service interactions. By analyzing conversations between citizens and a conversational agent, this article formulates three propositions that contribute to understanding the communicative dynamics of such encounters. Design/methodolo…
The problem
In a qualitative study of 73 participants filling in a fictitious tax return, a GPT-based conversational agent occasionally gave incorrect but plausible answers, even though the researchers tried to prevent it.
What this doesn’t fix
The study analysed a fictitious tax return in an experiment with 73 participants, and the hallucinations were reported as rare, so the findings may not reflect real filings or real public-service use.
Sources
1 on file- International Journal of Public Sector Managementdoi:10.1108/ijpsm-06-2025-0236
Cite this record
v1Truvace Impact Record TRV-2026-2573, v1: “Conversational-agent-mediated public encounters: an analysis of citizen communication in public service delivery.” Truvace, 2026-11-12. /record/TRV-2026-2573 (accessed on the day you copy it). sha256 98662178bf0e9e4f…
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1 versionEvery change made to this record since it was first published, and why. Nothing has changed since it went up.
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