ARTIFICIAL INTELLIGENCE IN GOVERNMENT COMMUNICATION: OPPORTUNITIES AND CHALLENGES FOR CITIZEN TRUST IN DIGITAL GOVERNANCE
Keywords:
Artificial Intelligence, Government Communication, Digital Governance, Citizen Trust, AI ChatbotsAbstract
The rapid development of artificial intelligence (AI) has significantly transformed communication practices in public governance. Governments around the world are increasingly adopting AI-powered communication technologies such as chatbots, automated messaging systems, and digital assistants to improve public service delivery and enhance communication with citizens. This study aims to examine the role of artificial intelligence in government communication and its implications for citizen trust in digital governance. The research employed a qualitative approach using semi-structured interviews and document analysis related to AI-based government communication systems. The findings indicate that artificial intelligence can improve the efficiency, accessibility, and responsiveness of government communication by enabling faster information delivery and automated responses to citizen inquiries. However, the study also identifies several challenges, including concerns about transparency, data privacy, algorithmic bias, and reduced human interaction in public communication. These issues may influence citizens’ trust in AI-driven governance systems. The results suggest that governments should develop responsible AI communication strategies that emphasize transparency, ethical governance, and human oversight to strengthen citizen trust and ensure effective digital governance. This study contributes to the literature on digital governance and public communication by highlighting the opportunities and challenges associated with the integration of artificial intelligence in government communication system
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