Inclusive AI for Public Services: Testing Design Attributes of Chatbots with Cantonese Language Support in China

The rapid adoption of artificial intelligence (AI) in public administration is transforming how citizens access and experience public services. While AI chatbots promise greater efficiency and responsiveness, their design features can inadvertently reproduce digital divides and exacerbate inequalities. This study investigates: How do design attributes of AI chatbots—including model explainability, inclusive interface design, and language diversity—shape citizens’ willingness to use them in public service delivery, and through what mechanisms?