Friend or Frenemy: A Case Study of AI Adoption by Strained Governmental Service Providers

This chapter explores the evolving attitudes of employees in a Nordic social security and welfare organisation towards an AI-driven chatbot Eva during the COVID-19 pandemic outbreak, applying the critical affective events theory. It provides a longitudinal perspective on AI adoption in the public sector, focusing on emotional and perceptual changes among employees. Utilising an in-depth single case study design, this study highlights a significant attitude shift among employees, from initial scepticism to positive acceptance and appreciation, that was influenced by two major affective events, namely the implementation of Eva and the pandemic outbreak. The findings contribute to the understanding of AI integration workplaces in the public sector, emphasising the importance of employees’ perspectives in the adoption of AI.