Chapter 2: A trifold research synthesis on AI-induced service automation
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While the potential of automation technology for product development has already been explored intensively, scholars are becoming increasingly interested in the opportunities and challenges of AI-induced technology for service delivery. With a specific focus on the political-administrative system, this chapter presents the findings of a literature review of the effect of new automation techniques on the roles of key stakeholders of public service delivery: citizens as consumers of public services, and public sector organisations and their employees as service producers. The main findings of digital government, service management, and public administration research are discussed. Based on the reviews’ findings, a conceptual model is developed in which seven major research gaps are identified. These research gaps should guide future research in understanding more deeply how AI-induced technology affects the role of both citizens and public-sector employees; which intermediate and long-term outcomes are generated; and how context matters in applying automation technology.

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