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

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  • Giulia Maragno
  • Luca Tangi
  • Luca Gastaldi
  • Michele Benedetti

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.

Suggested Citation

  • Giulia Maragno & Luca Tangi & Luca Gastaldi & Michele Benedetti, 2023. "AI as an organizational agent to nurture: effectively introducing chatbots in public entities," Public Management Review, Taylor & Francis Journals, vol. 25(11), pages 2135-2165, November.
    • Handle: RePEc:taf:rpxmxx:v:25:y:2023:i:11:p:2135-2165
    DOI: 10.1080/14719037.2022.2063935
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