Association for Public Policy Analysis & Management

The use of technology powered by artificial intelligence (AI) in the delivery of public services is a topical subject, and its impact on society remains unknown. Focusing on inquiry services at municipal offices in Japan, this study aims to empirically investigate the potential impact of the use of AI-powered chatbots on public trust in government responses to inquiries. While numerous public administration scholars have investigated the determinants of public trust in public services, no study has considered AI as one of them. Do people trust human administrators or chatbots more in responding to their inquiries? This study posits that the answer to this question depends on two conditions: (i) the type of inquiry, as different types of inquiry call for different degrees of administrative discretion and compassion, and (ii) the expected benefits of adopting chatbots. To test these hypotheses, the study conducted an experimental online survey using randomly assigned hypothetical vignettes which manipulated these conditions. The survey collected responses from 8,000 residents of Japan aged 18-79. Considering the fact that Japanese municipalities are still at the stage of piloting chatbots in various areas of public service, the results from this study can inform municipalities and other governments around the world on how they can adopt chatbots on a full scale, while managing public trust and remaining resilient in a rapidly advancing, high-tech world.