Researchers Examine How AI Chatbots Are Shaping Government Operations
ALBANY, N.Y. (March 26, 2026) — As artificial intelligence (AI) tools become more common across government, new research from the University at Albany’s Center for Technology in Government (CTG UAlbany) examines how agencies are using chatbots and what those tools are actually changing in practice.
Published in Public Performance & Management Review, the study, “Uncovering the Results of AI Chatbot Use in the Public Sector: Evidence from U.S. State Governments,” is co-authored by Tzuhao Chen and Mila Gasco-Hernandez. It draws on interviews with officials from 22 state agencies, offering an empirical look at how chatbot technology is influencing government operations and interactions with the public.
“Much of the conversation around AI in government has focused on potential,” said Chen, assistant professor of public policy and administration at Florida International University. “ We wanted to understand what is actually happening inside organizations that are already using these tools.”
Chen earned his PhD in public administration from UAlbany’s Rockefeller College of Public Affairs and Policy in 2025 and is a past graduate researcher with CTG UAlbany.
What chatbots change in practice
Across agencies, chatbots are most often used to answer routine questions and provide information about programs and services. That use allows staff to spend more time on complex cases that require human judgment or direct interaction.
At the same time, the study finds that the effect of chatbots on overall workload remains unclear. Some agencies reported reductions in call and email volume, while others saw demand shift across channels, making it difficult to isolate measurable gains. More consistently, agencies reported changes in how they understand and communicate with the public.
By analyzing chatbot interactions, organizations are gaining insight into the questions people ask, the terms they use and where information may be missing or unclear. In several cases, this data prompted agencies to revise website content and adjust how information is presented.
“Chatbots are not just service tools, they are also learning tools for organizations,” said Gasco-Hernandez, research director at CTG UAlbany and associate professor of public administration and policy at Rockefeller College. “They help agencies better understand what people are looking for and how they are asking for it.”
Expanding access and informing service delivery
The study also highlights improvements in access to information and response times.
Chatbots allow users to receive answers immediately, reducing reliance on email exchanges or phone calls that may take longer to resolve. They also serve as an additional communication channel, particularly for users who prefer to search for information independently or outside of standard business hours.
For agencies, this represents an expansion of service delivery rather than a replacement of existing methods. Chatbots operate alongside traditional channels, helping to manage demand while maintaining multiple points of access.
One of the most significant findings centers on the role of data generated through chatbot interactions.
Many agencies use analytics tools embedded in chatbot systems to monitor usage, identify unanswered questions and track patterns in user behavior. These insights support ongoing updates to both the chatbot and the underlying information systems. In some cases, the data revealed differences between official government terminology and the language used by the public, helping agencies improve clarity and usability.
Because many chatbot initiatives are relatively recent, the study finds limited evidence of long-term impact. Instead, most observed changes are short- and medium-term, including improved processes, faster responses, and expanded access to information.
As agencies continue to expand chatbot use across programs and services, the researchers note that this technology is likely to play a growing role in how governments communicate with and serve the public.