This review addresses how artificial intelligence (AI) is transforming street-level bureaucracy and thereby the relation between discretion, accountability, and organizational form in public administration. Predictive analytics and chatbots are just two of the many AI technologies that frontline public services use around the world, altering how discretion historically the bread-and-butter power of street-level bureaucrats operates. AI has its fair set of advantages, providing efficiencies and consistency; however, it brings with it ethical dilemmas around fairness, transparency and algorithmic bias. This review discusses the benefit of IA and as well as its challenge, calls for the balance among fully automated framework with provision of human judgment and ethically responsible oversight. Future demonstration studies, evaluation of the effects of IA and governance structures to safeguard fair and responsible implementation in public services need to remain a focal point.