Human-Computer Interaction (SIG HCI)

Paper Type

Complete

Paper Number

1175

Description

Chatbots are currently widely been used in corporate application areas and scenarios. Especially for customer support or information acquisition, these systems are surveyed and applied successfully. However, particularly for business processes, like the business travel organization, where employees often encounter problems or need further assistance, chatbots promise positive outcomes. Nevertheless, this is currently not being focused by the scientific community, resulting in missing design recommendations and unachievable possible benefits. Therefore, we conducted a Design Science Research study to (1) examine this application scenario and deduce design recommendations, as well as (2) implement a software artifact, which provides preliminary results. First, we point out eight design recommendations for business travel organization chatbots. Second, we show how chatbots should be designed for this process. Hereby the chatbot supports the process completion and adapts it to the individual user. Further, the chatbot enables situational-dependent input options and provides workflows.

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Aug 9th, 12:00 AM

Hey Spot, Can You Help Me with my Business Travel Organization? - Design of a Process-based Chatbot Artifact

Chatbots are currently widely been used in corporate application areas and scenarios. Especially for customer support or information acquisition, these systems are surveyed and applied successfully. However, particularly for business processes, like the business travel organization, where employees often encounter problems or need further assistance, chatbots promise positive outcomes. Nevertheless, this is currently not being focused by the scientific community, resulting in missing design recommendations and unachievable possible benefits. Therefore, we conducted a Design Science Research study to (1) examine this application scenario and deduce design recommendations, as well as (2) implement a software artifact, which provides preliminary results. First, we point out eight design recommendations for business travel organization chatbots. Second, we show how chatbots should be designed for this process. Hereby the chatbot supports the process completion and adapts it to the individual user. Further, the chatbot enables situational-dependent input options and provides workflows.

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