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Today’s servitized and digitalized society has significant implications for the economical system as value creation increasingly shifts towards digital services. Driven by different factors, service providers have been enabled to scale up their businesses. One of these factors is artificial intelligence, which enabled many novel technological artifacts like conversational agents (CA). These human-like AI-driven artifacts open new possibilities and channels for service providers to create value, or to scale up their business even further. However, while we witness the results of that everyday, what do we really know about scalability of services and the role of CAs therein? Therefore, we conduct an analysis of service research and popular CAs to determine the status quo and highlight opportunities for scaling services with CAs. We contribute to theory by clarifying the meaning of scalability in combination with CAs and support practitioners by providing an overview about how companies successfully scale their CAs.

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Jan 17th, 12:00 AM

Can you help me scale? A Systematic Analysis of Scaling Capabilities of Conversational Agents for Digital Services

Today’s servitized and digitalized society has significant implications for the economical system as value creation increasingly shifts towards digital services. Driven by different factors, service providers have been enabled to scale up their businesses. One of these factors is artificial intelligence, which enabled many novel technological artifacts like conversational agents (CA). These human-like AI-driven artifacts open new possibilities and channels for service providers to create value, or to scale up their business even further. However, while we witness the results of that everyday, what do we really know about scalability of services and the role of CAs therein? Therefore, we conduct an analysis of service research and popular CAs to determine the status quo and highlight opportunities for scaling services with CAs. We contribute to theory by clarifying the meaning of scalability in combination with CAs and support practitioners by providing an overview about how companies successfully scale their CAs.