Understanding the Determinants in the Different Government AI Adoption Stages: Evidence of Local Government Chatbots in China

Abstract

With the rapid development of artificial intelligence (AI), countries are increasingly adopting AI-guided chatbots to improve service on government portals. The reduction in face-to-face services under COVID-19 pandemic will further accelerate this trend. However, the adoption and performance of the existing chatbots differ. Based on the literature on e-government adoption and innovative policy innovation diffusion, this article examines both the initial and postadoption stages of chatbot usage in China’s local governments. While the first phase employs the survival model of event history analysis to explore the factors that influence the decision to adopt chatbots in local government, the second phase analyzes the determinants of those chatbots’ performance in the postadoption stage. We find that pressure factors and readiness factors play different roles in the different adoption stages. Although pressure can encourage local governments to implement chatbots, these governments’ readiness determined how well the chatbots perform after their initial adoption. The implications and limitations of the research are also discussed.