“A Large Playgroundâ€: Examining the Current State and Implications of Conversational Agent Adoption in Organizations

Theo Araujo, Ward van Zoonen and Claartje ter Hoeven
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Theo Araujo: Universiteit van Amsterdam, Amsterdam, The Netherlands
Ward van Zoonen: ��Erasmus University, Rotterdam, The Netherlands
Claartje ter Hoeven: ��Erasmus University, Rotterdam, The Netherlands

International Journal of Innovation and Technology Management (IJITM), 2022, vol. 19, issue 07, 1-23

Abstract: This study explores the short- and long-term expectations about adoption of conversational agents in the organizational frontline. Drawing from in-depth interviews with managers and developers in organizations that have implemented these agents, it sheds light on how the deployment of and collaboration with technology-based autonomous agents influences service activities, and expectations of changes in organizational processes. The interviews revealed that implementations are done on a rather iterative and experimental basis, often balancing the current limits of technology while aiming at improved efficiency, augmenting the work of frontline employees, and meeting the ever-growing demands from consumers.

Keywords: AI systems; conversational agents; customer experience; frontline service technology; organizational processes; chatbots; technology-based autonomous agents (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1142/S0219877022500249

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