Use of Artificial Intelligence in Public Services: A Bibliometric Analysis and Visualization

Abstract

The aim of this research is to survey the current state of research related to the utilization of AI in public services as indexed by Scopus. VOSviewer is used in this research to assess keywords from 183 articles. Furthermore, the Scopus database search results analysis visualizes the characteristics and trends of journals, authors, and subjects connected to the application of artificial intelligence in public service research. Based on the results of this study, it is possible that AI could assist in making cities more intelligent by improving the quality of life for citizens and enhancing the efficiency of their access to public goods and services. It surpasses benchmark models in predicted accuracy because of its more transparent and modifiable model structure. By strategically designing and deploying AI-based technology, traditional public services may be turned into intelligent services. This study contributes to the formation of more relevant research by serving as a reference for future researchers in identifying the position of contribution to the creation of more relevant research.