What does this research mean for the field?

Government-operated chatbots in public services stabilize emotional tone during citizen interactions and foster growing institutional reliance, despite predominantly neutral or negative initial citizen sentiment. Novelty: ClaimNovelty.INCREMENTAL. Consensus alignment: ConsensusAlignment.NEUTRAL.

What question did this study set out to answer?

To examine how a government-operated chatbot influences citizen interactions and drives public value through emotional, thematic, and behavioral dynamics.

September 6, 2026Transforming Government People Process and Policy

AI-based chatbots and public value creation in digital government services

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Authors

TNTehila Tigist Neguse HGHagar Gabay IRIris Reychav

Discussion

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Overview

Observational analysis reveals neutral AI chatbot responses stabilize negative citizen interactions in public labor inquiries, suggesting growing reliance alongside informational friction.

Key Points

To examine how a government-operated chatbot influences citizen interactions and drives public value through emotional, thematic, and behavioral dynamics.
Analyzed 1,846 real-world citizen inquiries submitted to a Ministry of Labor chatbot.
Applied sentiment analysis, computational content classification, and longitudinal trend modeling to measure tone, topic concentration, and repeat-contact behavior.
Citizen inquiries were predominantly neutral or negative, whereas chatbot responses remained consistently neutral, providing emotional stabilization.
Inquiries regarding employment security displayed higher emotional intensity, though sentiment differences across topics were not statistically significant.
System usage fluctuated over time while repeated inquiries showed a moderate increase, reflecting informational friction alongside rising institutional reliance.

Cite This Study

Neguse et al. (2026) studied this question.

synapsesocial.com/papers/6a9d1e8328139818eab216de https://doi.org/10.1108/tg-02-2026-0074

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September 6, 2026Transforming Government People Process and Policy

AI-based chatbots and public value creation in digital government services

View Full Paper

Ask AI

Bookmark

Authors

TNTehila Tigist Neguse HGHagar Gabay IRIris Reychav

Discussion

Member takes

Overview

Observational analysis reveals neutral AI chatbot responses stabilize negative citizen interactions in public labor inquiries, suggesting growing reliance alongside informational friction.

Key Points

To examine how a government-operated chatbot influences citizen interactions and drives public value through emotional, thematic, and behavioral dynamics.
Analyzed 1,846 real-world citizen inquiries submitted to a Ministry of Labor chatbot.
Applied sentiment analysis, computational content classification, and longitudinal trend modeling to measure tone, topic concentration, and repeat-contact behavior.
Citizen inquiries were predominantly neutral or negative, whereas chatbot responses remained consistently neutral, providing emotional stabilization.
Inquiries regarding employment security displayed higher emotional intensity, though sentiment differences across topics were not statistically significant.
System usage fluctuated over time while repeated inquiries showed a moderate increase, reflecting informational friction alongside rising institutional reliance.

Cite This Study

Neguse et al. (2026) studied this question.

synapsesocial.com/papers/6a9d1e8328139818eab216de https://doi.org/10.1108/tg-02-2026-0074

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