MIGRANTS’ PERCEPTIONS OF AI-DRIVEN CHATBOTS IN PUBLIC SERVICES: POTENTIALS AND CONCERNS FOR INCLUSION

Abstrakti

This article examines migrants’ perceptions of AI-driven chatbots in accessing public services in Finland. Based on interviews and group discussions, most respondents were either unaware of AIdriven chatbots in the public sector or had limited experience with them, often expressing scepticism about their use. By contrast, many were familiar with ChatGPT, which they used for a variety of tasks. Regular users developed skills to evaluate the accuracy of responses, though concerns about dehumanization and over-trusting persisted. The findings underline both opportunities and concerns of AI-mediated services and the need for inclusive, transparent, and culturally sensitive chatbot design to enhance migrants’ inclusion.