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Virtual Assistance in Any Context

Author

Listed:
  • Antje Janssen

    (Leibniz Universität Hannover)

  • Jens Passlick

    (Leibniz Universität Hannover)

  • Davinia Rodríguez Cardona

    (Leibniz Universität Hannover)

  • Michael H. Breitner

    (Leibniz Universität Hannover)

Abstract

Several domain-specific assistants in the form of chatbots have conquered many commercial and private areas. However, there is still a limited level of systematic knowledge of the distinctive characteristics of design elements for chatbots to facilitate development, adoption, implementation, and further research. To close this gap, the paper outlines a taxonomy of design elements for chatbots with 17 dimensions organized into the perspectives intelligence, interaction and context. The conceptually grounded design elements of the taxonomy are used to analyze 103 chatbots from 23 different application domains. Through a clustering-based approach, five chatbot archetypes that currently exist for domain-specific chatbots are identified. The developed taxonomy provides a structure to differentiate and categorize domain-specific chatbots according to archetypal qualities that guide practitioners when taking design decisions. Moreover, the taxonomy serves academics as a foundation for conducting further research on chatbot design while integrating scientific and practical knowledge.

Suggested Citation

  • Antje Janssen & Jens Passlick & Davinia Rodríguez Cardona & Michael H. Breitner, 2020. "Virtual Assistance in Any Context," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 211-225, June.
    • Handle: RePEc:spr:binfse:v:62:y:2020:i:3:d:10.1007_s12599-020-00644-1
    DOI: 10.1007/s12599-020-00644-1
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    References listed on IDEAS

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    1. Alexander Maedche & Stefan Morana & Silvia Schacht & Dirk Werth & Julian Krumeich, 2016. "Advanced User Assistance Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 58(5), pages 367-370, October.
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    Cited by:

    1. Hitesh Dhiman & Christoph Wächter & Michael Fellmann & Carsten Röcker, 2022. "Intelligent Assistants," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(5), pages 645-665, October.
    2. Dennis Kundisch & Jan Muntermann & Anna Maria Oberländer & Daniel Rau & Maximilian Röglinger & Thorsten Schoormann & Daniel Szopinski, 2022. "An Update for Taxonomy Designers," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(4), pages 421-439, August.
    3. Stefan Morana & Jella Pfeiffer & Marc T. P. Adam, 2020. "User Assistance for Intelligent Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 189-192, June.
    4. Gkinko, Lorentsa & Elbanna, Amany, 2023. "Designing trust: The formation of employees’ trust in conversational AI in the digital workplace," Journal of Business Research, Elsevier, vol. 158(C).

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