Technology Push in AI-Enabled Services: How to Master Technology Integration in Case of Bürokratt

The Estonian program Bürokratt is meant to implement AI-enabled digital public services, beginning as a chatbot and moving toward virtual assistant-based transformation of access to services. This study is meant to explore the planning process and technical integrations required for implementing AI-enabled services for this program. The paper is a qualitative case study based on the triangulation of academic literature, secondary document reviews and semi-structured qualitative interviews. The research findings include the importance of including stakeholders in the design phase, the challenges of complexity in AI and strategic use of open-source components and procurement as it applies to the Bürokratt program. This paper seeks to contribute to the literature on digital transformation and AI in the public sector by examining a detailed case study of the approach to developing and implementing Bürokratt. Future research could include deeper studies on digital transformation processes in different sectors or further development of AI maturity models.