Abstract
The application of chatbots in digital workplaces is currently on the rise. Especially in customer or employee support scenarios this kind of artificial intelligence and natural language-based human-computer interface is been used. However, the application of chatbots in real work scenarios is still considered barely and unknown. Therefore, we aim at surveying the current application of chatbots at workplaces. Thus, we conducted an empirical cross-section interview study. Our findings show that chatbots can perform five tasks, which have to be considered in seven application areas. Furthermore, we show generalized results for the combination of tasks and application areas in order to be reused by practice and science in the future.
Recommended Citation
Meyer von Wolff, Raphael; Masuch, Kristin; Hobert, Sebastian; and Schumann, Matthias, "What Do You Need Today? - An Empirical Systematization of Application Areas for Chatbots at Digital Workplaces" (2019). AMCIS 2019 Proceedings. 5.
https://aisel.aisnet.org/amcis2019/ai_semantic_for_intelligent_info_systems/ai_semantic_for_intelligent_info_systems/5
What Do You Need Today? - An Empirical Systematization of Application Areas for Chatbots at Digital Workplaces
The application of chatbots in digital workplaces is currently on the rise. Especially in customer or employee support scenarios this kind of artificial intelligence and natural language-based human-computer interface is been used. However, the application of chatbots in real work scenarios is still considered barely and unknown. Therefore, we aim at surveying the current application of chatbots at workplaces. Thus, we conducted an empirical cross-section interview study. Our findings show that chatbots can perform five tasks, which have to be considered in seven application areas. Furthermore, we show generalized results for the combination of tasks and application areas in order to be reused by practice and science in the future.