Nudging citizens to use chatbots: an information and default option approach

Governments are increasingly adopting chatbots to reduce administrative burdens and improve service quality, yet citizens’ willingness to use them remains limited. Drawing on nudge theory, this study examines how information framing and default options influence citizens’ willingness to use chatbots in public services. Using a survey experiment in China, the results show that participants exposed to a loss frame were more willing to use chatbots than those exposed to a gain frame. The default option alone did not significantly affect willingness. However, the interaction between information framing and default settings was significant. Specifically, the positive effect of loss-framed information on citizens’ willingness to use chatbots was stronger when a default option was presented, suggesting that defaults amplify the effect of loss framing. Overall, the study offers practical insights into designing strategies to promote chatbot adoption in public services.