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Biases in Administrative Service Encounters: Transitioning from Human to Artificial Intelligence

CORDIS · observation · Publication date unknown

Biases in Administrative Service Encounters: Transitioning from Human to Artificial Intelligence Artificial intelligence (AI) holds the potential to assist or even replace civil servants in citizen-state interactions, which refer to those instances in which citizens seek or receive assistance, information, or support from a public agency. In Germany alone, around 130 to 150 million such public service encounters (PSE) occur each year, with the current proportion of digital encounters, facilitated through email or chatbots, standing at 41 percent. This is only the beginning of a revolution that will accelerate due to technological innovation and scarcity in human resources. The goal of this project is to study the consequences of shifting from human to AI-powered conversational agents in PSE. Paradoxically, while the transition to artificial encounters is already taking place in practice, we still lack understanding of what happens during conventional human en

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recordType

award

status

SIGNED

region

EU

value

1954746

unit

EUR