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Sorry, I Can’t Understand You! – Influencing Factors and Challenges of Chatbots at Digital Workplaces

In: Innovation Through Information Systems

Author

Listed:
  • Raphael Meyer von Wolff

    (University of Goettingen)

  • Sebastian Hobert

    (University of Goettingen)

  • Matthias Schumann

    (University of Goettingen)

Abstract

Chatbot research is currently on its rise since many researchers focus on this topic from different perspectives. Thereby, the focus mostly lies on application areas that originate from business contexts. However, application areas and potential outcomes are already subject to research. The business perspective on influencing factors for an application of chatbots at workplaces or their corresponding challenges is underrepresented as less to none research exists. Therefore, we targeting this research gap by an empirical cross-section interview study with 29 domain experts for the application of chatbots at the digital workplace. We categorize the findings with an extension of the TOE-Framework and show that in the core categories of technological, organizational, individual, and environmental 11 sub-influencing factors exist. Furthermore, we also identify 36 challenges, which are relevant in the particular influencing factors.

Suggested Citation

  • Raphael Meyer von Wolff & Sebastian Hobert & Matthias Schumann, 2021. "Sorry, I Can’t Understand You! – Influencing Factors and Challenges of Chatbots at Digital Workplaces," Lecture Notes in Information Systems and Organization, in: Frederik Ahlemann & Reinhard Schütte & Stefan Stieglitz (ed.), Innovation Through Information Systems, pages 150-165, Springer.
    • Handle: RePEc:spr:lnichp:978-3-030-86797-3_11
    DOI: 10.1007/978-3-030-86797-3_11
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