Integrating VR/AR and AI-Chatbots in the Public Sector

Barriers and Synergies

Abstract

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.