人工智能如何提升数字政务服务公众接受度

Ho Can AI Improve Public Acceptance of Digital Government Services

人工智能技术在数字政务中得到了广泛应用,然而,对公众的AI技术接受情况还缺乏了解。基于人工智能技术使用接受(AIDUA)模型,采用结构方程对公众接受进行讨论。研究发现:社会影响力、享乐动机、拟人化与绩效预期呈正相关,而社会影响、享乐动机与努力预期呈负相关,拟人化与努力预期呈正相关。绩效预期与情绪呈正相关,努力预期对情绪的影响可以忽略。情绪对公众接受AI技术有正向影响,对反对使用AI技术没有显著影响。其中,社会影响对公众接受或反对使用AI技术具有显著作用,公众行为更有可能受周围人的影响;此外,公众更看重AI技术的绩效预期和享乐动机;拟人化程度越高公众接受度反而越低,AI助手应尽量避免类似人类的特征。

Artificial Intelligence(AI)technology is widely used in digital government,however,Pub-lic acceptance of AI technology is still poorly understood.Based on the Artificial intelligence technology,with the Acceptance(AIDUA)model,the questionnaire data were analyzed and verified by the structural e-quation.Results show that social influence,hedonistic motivation,and anthropomorphism are positively cor-related with performance expectations,while social influence,hedonistic motivation,and effort expectations are negatively correlated,and anthropomorphism and effort expectations are positively correlated.Perform-ance expectation is positively correlated with emotion,and the influence of effort expectation and emotion can be ignored.Sentiment has a positive impact on public acceptance of AI technology,but has no significant im-pact on opposition to the use of AI technology.Among them,social influence has a significant effect on pub-lic acceptance or opposition to the use of AI technology,and public behavior is more likely to be influenced by people around;In addition,the public attache more importance to the performance expectation and hedo-nistic motivation of AI technology;The higher the degree of anthropomorphism,the lower the public accept-ance,and AI assistants should try to avoid human-like characteristics.