Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants

Tom Lewandowski (), Christian Grotherr () and Tilo Böhmann ()
Additional contact information
Tom Lewandowski: Universität Hamburg
Christian Grotherr: Universität Hamburg
Tilo Böhmann: Universität Hamburg

A chapter in The Palgrave Handbook of Service Management, 2022, pp 945-966 from Springer

Abstract: Abstract Conversational agents (CAs) are a form of artificial intelligence that is increasingly used to support and automate service encounters. CAs are cost-effective service actors which enable new forms of service provisioning and value co-creation scenarios. Despite their potential, organizations struggle to leverage the potential of CAs in real-life settings. We analyze the nascent literature and give insights from a design science research (DSR) project on the implementation of CAs in a service setting to identify challenges in the design, implementation, and operation of CAs in service systems. Using the lens of a multilevel framework for service systems, we present insights on how CAs can be designed and managed for value co-creation.

Keywords: Service systems; Multilevel framework; Artificial intelligence systems; Conversational agents; Chatbots; Customer service (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_45

Ordering information: This item can be ordered from
http://www.springer.com/9783030918286

DOI: 10.1007/978-3-030-91828-6_45

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().