AI as an organizational agent to nurture: effectively introducing chatbots in public entities

Giulia Maragno, Luca Tangi, Luca Gastaldi and Michele Benedetti

Public Management Review, 2023, vol. 25, issue 11, 2135-2165

Abstract: We investigate how AI introduction affects public entities at the micro-level, hence the roles, competences and tasks of the agents involved. In doing so, we rely on the organizational design theory and we focus on a specific AI solution (chatbot) implemented within a defined microstructure, the customer service department. Using data collected through six exploratory case studies, we show how the creation of an AI team becomes a novel form of organizing that solves the universal problems of organizing. Results confirm that AI implementation is a complex organizational challenge and suggest that artificial agents act similarly to human ones.

Date: 2023
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DOI: 10.1080/14719037.2022.2063935

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