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There is great interest to use artificial intelligence (AI) technologies to improve government processes and public services. However, the adoption of technologies has often been challenging for public administrations. In this article, the adoption of AI in governmental organizations has been researched as a form of information and communication technologies (ICT)–enabled governance innovation in the public sector. Based on findings from three cases of AI adoption in public sector organizations, this article shows strong similarities between the antecedents identified in previous academic literature and the factors contributing to the use of AI in government. The adoption of AI in government does not solely rely on having high-quality data but is facilitated by numerous environmental, organizational, and other factors that are strictly intertwined among each other. To address the specific nature of AI in government and the complexity of its adoption in the public sector, we thus propose a framework to provide a comprehensive overview of the key factors contributing to the successful adoption of AI systems, going beyond the narrow focus on data, processing power, and algorithm development often highlighted in the mainstream AI literature and policy discourse.

Advances in Artificial Intelligence technologies have revived the interest in Chatbots in both the private and the public sector. Chatbots could improve public service delivery by being able to answer frequently asked questions and conduct transactions, relieving staff from mundane tasks. However, previous e-Government research shows that the adoption of newer technologies does not always mean public services get improved. It is therefore of interest to research to which degree newer, advanced technologies such as Chatbots are able to improve, change and restructure public service delivery. This paper gives an exploratory insight using desktop research into three Chatbots currently used in the public administrations of Latvia, Vienna and Bonn. The findings suggest that minor organisational changes are accompanied with the introduction of Chatbot-technology in public administrations, but question whether Chatbots are able to transform traditional services to digital, integrated public service transactions.