Value propositions of chatbots to support innovation management processes

Florian Johannsen (), Dorina Schaller and Milan Frederik Klus ()
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Florian Johannsen: University of Applied Sciences
Milan Frederik Klus: University of Bremen

Information Systems and e-Business Management, 2021, vol. 19, issue 1, No 8, 205-246

Abstract: Abstract Chatbots have become popular in recent years as a means of supporting a company’s external communication with customers, but they are also increasingly being used for internal purposes, especially to improve and accelerate workflows. Along these lines, recent studies have suggested that chatbots can also be applied to other internal business practices, such as innovation management. Nevertheless, the use of chatbots for innovation management is still an under-researched topic, and practical experiences are largely missing. We address this gap by identifying value propositions of chatbots to support a company’s innovation management process. Furthermore, we link the value propositions to particular process steps and success dimensions. To do so, we perform a literature review and complement the findings with expert interviews. This study contributes to a better understanding of the benefits of chatbot usage for the innovation management process.

Keywords: Chatbots; Innovation management; Value proposition; Capability (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (1)

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DOI: 10.1007/s10257-020-00487-z

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