A qualitative case study of Atlanta's 311 chatbot finds that its task-focused design creates interpretation, transparency, and social-context gaps, and suggests community-oriented features to increase civic engagement.
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Improving Public Service Chatbot Design and Civic Impact: Investigation of Citizens' Perceptions of a Metro City 311 Chatbot
A qualitative case study of Atlanta's 311 chatbot finds that its task-focused design creates interpretation, transparency, and social-context gaps, and suggests community-oriented features to increase civic engagement.