CORDIS Project
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This project examines the impact of artificial intelligence on public service encounters, where citizens interact with government agencies. It aims to analyze communication biases between humans and AI agents to improve service delivery while addressing potential risks to democratic legitimacy.
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 t…
ZEPPELIN UNIVERSITAT GEMEINNUTZIGE GMBH
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