Integrating VR/AR and AI-Chatbots in the Public Sector
Barriers and Synergies
DOI:
https://doi.org/10.59490/dgo.2025.977Keywords:
VR/AR, Conversational AI, Chatbot, Public Sector, Smart CityAbstract
Public administrations are increasingly confronted with demands for greater citizen engagement and a shortage of qualified professionals. The adoption of emerging information and communication technologies (ICTs) is often shaped by organizational factors such as resource availability, leadership, and interorganizational dynamics. As digital transformation accelerates, virtual technologies, particularly virtual reality (VR) and augmented reality (AR), offer promising opportunities to enhance administrative processes through immersive and augmented environments. However, the integration of these technologies remains complex and presents numerous applicational challenges. This study investigates the barriers to VR/AR adoption in the public sector, with a particular focus on organizational and adaptation-related issues. Additionally, it explores the potential of AI-powered chatbots to mitigate these barriers. To that end, a deductive thematic analysis was conducted on a sample of 104 VR/AR projects. The study further examines the synergies between VR/AR systems and AI chatbots. The findings provide a foundational understanding of the applicational barriers associated with VR/AR integration in public administrations, highlighting challenges related to infrastructure, human–computer interaction, system stability, financial constraints, and complexity. While AI-powered chatbots show potential in addressing several of these issues, the study emphasizes the importance of designing both technologies as complementary systems to enhance effectiveness, efficiency, and user experience.
Downloads
References
Abbas, N., Følstad, A., & Bjørkli, C. A. (2023). Chatbots as Part of Digital Government Service Provision – A User Perspective. In A. Følstad, T. Araujo, S. Papadopoulos, E. L.-C. Law, E. Luger, M. Goodwin, & P. B. Brandtzaeg (Eds.), Lecture Notes in Computer Science. Chatbot Research and Design (Vol. 13815, pp. 66–82). Springer International Publishing. https://doi.org/10.1007/978-3-031-25581-6_5
Adamopoulou, E., & Moussiades, L. (2020). An Overview of Chatbot Technology. In I. Maglogiannis, L. Iliadis, & E. Pimenidis (Eds.), IFIP Advances in Information and Communication Technology. Artificial Intelligence Applications and Innovations (Vol. 584, pp. 373–383). Springer International Publishing. https://doi.org/10.1007/978-3-030-49186-4_31
Ajibade, P. (2018). Technology Acceptance Model Limitations and Criticisms: Exploring the Practical Applications and Use in Technology-related Studies, Mixed-method, and Qualitative Researches. Library Philosophy and Practice.
Alaaeldin, R., Asfoura, E., Kassem, G., & Samir Abdel-Haq, M. (2021). Developing chatbot system to support decision making based on big data analytics. Journal of Management Information and Decision Sciences(Volume 24, Issue 2). [link] origsite=gscholar&cbl=38743
Androniceanu, A. (2023). The new trends of digital transformation and artificial intelligence in public administration. Administratie Si Management Public, 40, 147–155. https://doi.org/10.24818/amp/2023.40-09
Bonomi Savignon, A., Zecchinelli, R., Costumato, L., & Scalabrini, F. (2024). Automation in public sector jobs and services: A framework to analyze public digital transformation’s impact in a data-constrained environment. Transforming Government: People, Process and Policy, 18(1), 49–70. https://doi.org/10.1108/TG-04-2023-0044
Boyatzis, R. E. (1998). Transforming qualitative information: Thematic analysis and code development. Sage Publications. [link]
Braun, V., & Clarke, V. (2019). Reflecting on reflexive thematic analysis. Qualitative Research in Sport, Exercise and Health, 11(4), 589–597. https://doi.org/10.1080/2159676X.2019.1628806
Bruno, F., & Muzzupappa, M. (2010). Product interface design: A participatory approach based on virtual reality. International Journal of Human-Computer Studies, 68(5), 254–269. https://doi.org/10.1016/j.ijhcs.2009.12.004
Casheekar, A., Lahiri, A., Rath, K., Prabhakar, K. S., & Srinivasan, K. (2024). A contemporary review on chatbots, AI-powered virtual conversational agents, ChatGPT: Applications, open challenges and future research directions. Computer Science Review, 52, 100632. https://doi.org/10.1016/j.cosrev.2024.100632
Cassani, R., Moinnereau, M.-A., Ivanescu, L., Rosanne, O., & Falk, T. H. (2020). Neural Interface Instrumented Virtual Reality Headsets: Toward Next-Generation Immersive Applications. IEEE Systems, Man, and Cybernetics Magazine, 6(3), 20–28. https://doi.org/10.1109/msmc.2019.2953627
Chadha G.K., Punhani, R, Ritu, & Saini, S. (2023). 3 Merging of artificial intelligence (AI), artificial life (AL) and virtual reality (VR). In J. Hemanth, M. Bhatia, & I. de La Torre Diez (Eds.), Artificial Intelligence for Virtual Reality (pp. 27–44). De Gruyter. https://doi.org/10.1515/9783110713817-003
Chen, L., & Aklikokou, A. K. (2020). Determinants of E-government Adoption: Testing the Mediating Effects of Perceived Usefulness and Perceived Ease of Use. International Journal of Public Administration, 43(10), 850–865. https://doi.org/10.1080/01900692.2019.1660989
Commonwealth of Pennsylvania. (2025, January 15). Department of Corrections Introduces Virtual Reality Technology to Augment Progr | Department of Corrections | Commonwealth of Pennsylvania. [link]
Cortés-Cediel, M. E., Segura-Tinoco, A., Cantador, I., & Rodríguez Bolívar, M. P. (2023). Trends and challenges of e-government chatbots: Advances in exploring open government data and citizen participation content. Government Information Quarterly, 40(4), 101877.
Creed, C., Al-Kalbani, M., Theil, A., Sarcar, S., & Williams, I. (2024). Inclusive AR/VR: Accessibility barriers for immersive technologies. Universal Access in the Information Society, 23(1), 59–73. https://doi.org/10.1007/s10209-023-00969-0
Dicheva, D., Dichev, C., Agre, G., & Angelova, G. (2015). Gamification in Education: A Systematic Mapping Study. Journal of Educational Technology & Society(Vol. 18, No. 3), pp. 75-88.
Dionisio, J. D. N., III, W. G. B., & Gilbert, R. (2013). 3D Virtual worlds and the metaverse. ACM Computing Surveys, 45(3), 1–38. https://doi.org/10.1145/2480741.2480751
Dwivedi, Y. K., Hughes, L., Baabdullah, A. M., Ribeiro-Navarrete, S., Giannakis, M., Al-Debei, M. M., Dennehy, D., Metri, B., Buhalis, D., Cheung, C. M., Conboy, K., Doyle, R., Dubey, R., Dutot, V., Felix, R., Goyal, D. P., Gustafsson, A., Hinsch, C., Jebabli, I., . . . Wamba, S. F. (2022). Metaverse beyond the hype: Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy. International Journal of Information Management, 66, 102542. https://doi.org/10.1016/j.ijinfomgt.2022.102542
Dwivedi, Y. K., Hughes, L., Ismagilova, E., Aarts, G., Coombs, C., Crick, T., Duan, Y., Dwivedi, R., Edwards, J., Eirug, A., Galanos, V., Ilavarasan, P. V., Janssen, M., Jones, P., Kar, A. K., Kizgin, H., Kronemann, B., Lal, B., Lucini, B., . . . Williams, M. D. (2021). Artificial Intelligence (AI): Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy. International Journal of Information Management, 57, 101994. https://doi.org/10.1016/j.ijinfomgt.2019.08.002
Fegert, J., Pfeiffer J., Peukert, C., Golubyeva, C., & Weinhardt, C. (2020). Combining e-Participation with Augmented and Virtual Reality: Insights from a Design Science Research Project.
Frank, K.Y., Chan, James Y.L. Thong, Viswanath Venkatesh, Susan A. Brown, Paul Jen-Hwa Hu, & and Kar Yan Tam (2010). Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology.
Hamburg Port Authority. (2025). Digitalisierung im Hafen. [link]
Haug, N., Dan, S., & Mergel, I. (2024). Digitally-induced change in the public sector: A systematic review and research agenda. Public Management Review, 26(7), 1963–1987. https://doi.org/10.1080/14719037.2023.2234917
Hsiao, S.-H., Wang, Y.-Y., & Lin, T. L. (2024). The impact of low-immersion virtual reality on product sales: Insights from the real estate industry. Decision Support Systems, 178, 114131. https://doi.org/10.1016/j.dss.2023.114131
Hwang, Y., Lee, S., & Jeon, J. (2024). Integrating AI chatbots into the metaverse: Pre-service English teachers’ design works and perceptions. Education and Information Technologies. Advance online publication. https://doi.org/10.1007/s10639-024-12924-4
Kim, M. J., & Hall, C. M. (2019). A hedonic motivation model in virtual reality tourism: Comparing visitors and non-visitors. International Journal of Information Management, 46, 236–249. https://doi.org/10.1016/j.ijinfomgt.2018.11.016
Kim, Y. M., Rhiu, I., & Yun, M. H. (2020). A Systematic Review of a Virtual Reality System from the Perspective of User Experience. International Journal of Human–Computer Interaction, 36(10), 893–910. https://doi.org/10.1080/10447318.2019.1699746
Kumar, Y., Manikandan, A., Li, J. J., & Morreale, P. (2024). Preliminary Results from Integrating Chatbots and Low Code AI in Computer Science Coursework. In 2024 IEEE Integrated STEM Education Conference (ISEC) (pp. 1–4). IEEE. https://doi.org/10.1109/ISEC61299.2024.10665039
Kumari, S., & Polke, N. (2019). Implementation Issues of Augmented Reality and Virtual Reality: A Survey. In J. Hemanth, X. Fernando, P. Lafata, & Z. Baig (Eds.), Lecture Notes on Data Engineering and Communications Technologies. International Conference on Intelligent Data Communication Technologies and Internet of Things (ICICI) 2018 (Vol. 26, pp. 853–861). Springer International Publishing. https://doi.org/10.1007/978-3-030-03146-6_97
Le Tan, T., Thu Thi Nguyen, H., Chau Ngoc Khanh, N., Hien Thi Le, T., & Truong Hoang Vo, U. (2024). Researching Influences of Learner Experience on AR/VR Adoption - The Case of Vietnamese Universities. Journal of Information Technology Education: Research, 23, 7. https://doi.org/10.28945/5264
Lnenicka, M., Rizun, N., Alexopoulos, C., & Janssen, M. (2024). Government in the metaverse: Requirements and suitability for providing digital public services. Technological Forecasting and Social Change, 203, 123346. https://doi.org/10.1016/j.techfore.2024.123346
Luo, K., Cahalane, M., & and Mysore Seshadrinath, S. (2024). The Intersection of GenAI and Immersive Systems: Towards a Responsible Generative Metaverse. ACIS 2024 Proceedings.
Müser, S., Maiero, J., Fehling, C. D., Gilbert, D., Eroglu, S., Bachmann, D., Wiederspohn, S., & Meyer, J. (2023). Konzeption und Evaluation einer virtuellen Lernumgebung für die Hochschullehre. MedienPädagogik: Zeitschrift Für Theorie Und Praxis Der Medienbildung, 51, 345–372. https://doi.org/10.21240/mpaed/51/2023.01.24.X
Naeem, M., Ozuem, W., Howell, K., & Ranfagni, S. (2023). A Step-by-Step Process of Thematic Analysis to Develop a Conceptual Model in Qualitative Research. International Journal of Qualitative Methods, 22, Article 16094069231205789. https://doi.org/10.1177/16094069231205789
Naugolnova, I. A. (2024). VR/AR Technologies in Cost Management Throughout the Product Life Cycle Stages. In V. V. Mantulenko, J. Horák, & J. Kučera (Eds.), Lecture Notes in Networks and Systems. Proceedings of the XI International Scientific Conference "Digital Transformation of the Economy: Challenges, Trends and New Opportunities" (ISCDTE 2024) (Vol. 1063, pp. 24–29). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-65662-0_4
Pedersen, P. M. (Ed.). (2024). Elgar Encyclopedias in Business and Management. Encyclopedia of Sport Management (Second edition). Edward Elgar Publishing.
Renu, N. (2021). Applications of AR and VR technologies in healthcare marketing. Journal of Marketing Management (JMM). [link]
Ricoy-Casas, R. M. (2023). The Metaverse as a New Space for Political Communication. In P. C. López-López, D. Barredo, Á. Torres-Toukoumidis, A. De-Santis, & Ó. Avilés (Eds.), Smart Innovation, Systems and Technologies. Communication and Applied Technologies (Vol. 318, pp. 325–334). Springer Nature Singapore. https://doi.org/10.1007/978-981-19-6347-6_29
Sept, A. (2020). Thinking Together Digitalization and Social Innovation in Rural Areas: An Exploration of Rural Digitalization Projects in Germany. European Countryside, 12(2), 193–208. https://doi.org/10.2478/euco-2020-0011
Simão de Deus, W., & Barbosa, E. F. (2024). OER-Chat: An Open Chatbot to Support the Reuse of Open Educational Resources of Introductory Programming. https://doi.org/10.5281/ZENODO.8339188
Souchet, A. D., Lourdeaux, D., Pagani, A., & Rebenitsch, L. (2023). A narrative review of immersive virtual reality’s ergonomics and risks at the workplace: cybersickness, visual fatigue, muscular fatigue, acute stress, and mental overload. Virtual Reality, 27(1), 19–50. https://doi.org/10.1007/s10055-022-00672-0
Stejskal, T., Kethuda, K., & Pfeiffer, J. (2003). Knowledge All Around Me: Comparing the Effect of VR, Text and Desktop on Learning Outcomes. ECIS 2023 Proceedings.
Stewart-Weeks, M., & Kastelle, T. (2015). Innovation in the Public Sector. Australian Journal of Public Administration, 74(1), 63–72. https://doi.org/10.1111/1467-8500.12129
Suh, A., & Prophet, J. (2018). The state of immersive technology research: A literature analysis. Computers in Human Behavior, 86, 77–90. https://doi.org/10.1016/j.chb.2018.04.019
Teutenberg A. (2025). FNR-Verbundprojekt: Virtual Reality Forestry Training (VR-FT) in proWald. [link]
Vimal K.E.K., Sivakumar, K., Kandasamy, J., Vaibhav, V., & Mani, R. S. (2023). Barriers to the adoption of digital technologies in a functional circular economy network. Operations Management Research, 16(3), 1541 1561. https://doi.org/10.1007/s12063-023-00375-y
Xiong, C., Lam, L., Karimi, S., Xinyue, W., Tian, A., & Lei, S. (2024). Virtual Reality Adoption in Marketing: Unveiling Its Impact on Firm Value. PACIS 2024 Proceedings.
Yeh, T.-M., Pai, F.-Y., & Jeng, M.-Y. (2019). The Factors Affecting Older Adults' Intention toward Ongoing Participation in Virtual Reality Leisure Activities. International Journal of Environmental Research and Public Health, 16(3). https://doi.org/10.3390/ijerph16030333
Zuiderwijk, A., Chen, Y.-C., & Salem, F. (2021). Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda. Government Information Quarterly, 38(3), 101577. https://doi.org/10.1016/j.giq.2021.101577
Downloads
Published
How to Cite
Conference Proceedings Volume
Section
License
Copyright (c) 2025 Raphael Palombo, Jan Westermann, Jette Friederike Pröschold
This work is licensed under a Creative Commons Attribution 4.0 International License.
