Professor Seongkyung Cho published an article on AI-chatbot adoption in governments in the leading journal Government Information Quarterly. Based on a mixed-method design examining Korean government employees, the research finds that trust in AI chatbots significantly drives chatbot adoption, with organizational support serving as a critical moderating factor that amplifies this trust-adoption relationship within government agencies.
Abstract
Amid rapid technological advancements, AI-chatbot integration into government workplaces represents a transformative shift to enhance communication, streamline administrative processes, and boost employee efficiency. Through a mixed-methods design combining survey data and employee interviews, this study analyzes how trust in AI chatbots influences employee utilization of chatbots in government organizations and examines organizational support’s moderating role. By demonstrating the pivotal roles of trust and organizational support, this study emphasizes their combined effect on driving adoption and digital transformation within government agencies. Findings provide insights for government administrators and policymakers, guiding the development of trust-building strategies and organizational support mechanisms to promote effective chatbot adoption in public-sector workplaces. This research fills the empirical gap in understanding chatbot adoption from the perspective of government employees and illuminates opportunities and challenges as public-sector employees adapt to technological changes in their work environments.
