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Description
Organizations spend extensive resources on artificial intelligence (AI) solutions in customer service in order to remain customer-focused and competitive. A rising language-based application of AI emerges in the context of conversational agents (CAs), such as chatbots, which represent increasingly intelligent, autonomous, scalable, and cost-effective service platforms. However, AI-based CAs bring new organizational challenges. They are underrepresented in current research, leading to many unanswered questions and research potential regarding the management of their introduction, operation, and improvement. To address this issue, we provide design knowledge that considers the organizational perspective of CAs. Therefore, we conducted a systematic literature review (SLR) and qualitative interview study to reveal and analyze individual issues and challenges, develop meta-requirements, and finally, use them to create design principles. We contribute to the emerging field of CAs that has previously focused mainly on the individual, behavioral, interactional, or technical design.
Recommended Citation
Lewandowski, Tom; Heuer, Marvin; Vogel, Pascal; and Böhmann, Tilo, "Design Knowledge for the Lifecycle Management of Conversational Agents" (2022). Wirtschaftsinformatik 2022 Proceedings. 3.
https://aisel.aisnet.org/wi2022/ai/ai/3
Design Knowledge for the Lifecycle Management of Conversational Agents
Organizations spend extensive resources on artificial intelligence (AI) solutions in customer service in order to remain customer-focused and competitive. A rising language-based application of AI emerges in the context of conversational agents (CAs), such as chatbots, which represent increasingly intelligent, autonomous, scalable, and cost-effective service platforms. However, AI-based CAs bring new organizational challenges. They are underrepresented in current research, leading to many unanswered questions and research potential regarding the management of their introduction, operation, and improvement. To address this issue, we provide design knowledge that considers the organizational perspective of CAs. Therefore, we conducted a systematic literature review (SLR) and qualitative interview study to reveal and analyze individual issues and challenges, develop meta-requirements, and finally, use them to create design principles. We contribute to the emerging field of CAs that has previously focused mainly on the individual, behavioral, interactional, or technical design.