Adopting a sociomaterial perspective, with reference to digital evolution and the challenges of AI for public communication, an exploratory study analyzes chatbot adoption practices in Italian municipalities (March 2024-April 2025). Using a mixed-methods approach, the study involves mapping the chatbots available on institutional websites and conducting semi-structured interviews with providers and professionals from selected municipalities. The findings reveal a limited diffusion of the tool, substantial differences in its management, and varying levels of involvement of public communicators. These factors appear to influence the ability of chatbots to generate public value both within and outside institutions, with significant implications for citizens’ trust in public authorities.
Intelligenza artificiale, comunicazione pubblica e fiducia nelle istituzioni. Mappatura dei chatbot e analisi delle pratiche organizzative nei comuni italiani
Gea Ducci
;Fabiola Fenili
;Giorgia Gianotti
2025
Abstract
Adopting a sociomaterial perspective, with reference to digital evolution and the challenges of AI for public communication, an exploratory study analyzes chatbot adoption practices in Italian municipalities (March 2024-April 2025). Using a mixed-methods approach, the study involves mapping the chatbots available on institutional websites and conducting semi-structured interviews with providers and professionals from selected municipalities. The findings reveal a limited diffusion of the tool, substantial differences in its management, and varying levels of involvement of public communicators. These factors appear to influence the ability of chatbots to generate public value both within and outside institutions, with significant implications for citizens’ trust in public authorities.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
