The use of AI in government and its risks: lessons from the private sector

Purpose: This study aims to understand the perceived emotions of human-AI interactions in the private sector. Moreover, this research discusses the transferability of these lessons to the public sector. Design/Methodology/Approach: This research analysed the comments posted between June 2022 and June 2023 in the global open Reddit online community. A data mining approach was conducted, including a sentiment analysis technique and a qualitative approach. Findings: The results show a prevalence of positive emotions. In addition, a pertinent percentage of negative emotions were found, such as hate, anger, and frustration, due to human-AI interactions. Originality: Beyond the positive impacts of AI in government strategies, implementing AI can elicit negative emotions in users and potentially negatively impact the brand of private and government organisations. To the best of the authors’ knowledge, this is the first research bridging the gap by identifying the predominant negative emotions after a human-AI interaction. Practical Implications: The insights from human-AI interactions in the private sector can be transferred to the governmental sector to leverage organisational performance, governmental decision-making, public service delivery, and the creation of economic and social value.