Enhancing citizen experience with anthropomorphic chatbots in public services: The impact of avatar style and politeness strategy

Lina Shangguan, Shuning Wang, Shengang Zhang, Huiyi Tian, Tingting Jiang, School of Political Science and Public Administration, Wuhan University, School of Information Management, Wuhan University, Center for Studies of Information Resources, Wuhan University

Public Policy and Administration

Published online on October 28, 2025

Abstract

Public Policy and Administration, Ahead of Print.
Despite the global trend of integrating chatbots in public services, citizens’ overall acceptance of these automated systems has been low since they may lack human touch and user-friendliness. The enhancement of citizen experience in chatbot-enabled ...