Exploring Design Principles for Enterprise Chatbots: An Analytic Hierarchy Process Study

Feine, Jasper; Adam, Martin; Benke, Ivo; Maedche, Alexander; Benlian, Alexander

doi:10.1007/978-3-030-64823-7_13

Cited by 10 publications

(15 citation statements)

References 36 publications

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“…Hobert [26], and partly Chakrabarti and Luger [27], equip a chatbot with a finite state machine to dynamically map processes to support complex tasks and allow longer conversations. Additionally, Feine et al [13], Diederich et al [28], as well as Rietz et al [29] summarize their findings by design principles for enterprise chatbots.…”

Section: Related Researchmentioning

confidence: 99%

“…This should be as comprehensive as possible at that point, but should also be continuously monitored and adapted during the further course of the project. The current research can provide starting points for requirements in terms of design principles, e.g., [7,13,[21][22][23]28]. Next, the sourcing decision is necessary 14 .…”

Section: Planning Phasementioning

confidence: 99%

“…Up to now, some researchers already summarize their findings and deduce generalized design principles for enterprise chatbots [2,13,14]. However, only two approaches are known to us that aim at creating enterprise guidelines [15,16].…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Chatbot Introduction and Operation in Enterprises – A Design Science Research-based Structured Procedure Model for Chatbot Projects

Wolff¹,

Hobert²,

Schümann³

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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Chatbot research has become an emerging research area. Researchers survey the technology behind and the whole ecosystem from different perspectives, e.g., human-computer interaction, design research, or anthropomorphism. To foster the transfer from research to practice, a comprehensive structured procedure model is missing yet. Due to this, the transfer of the research results into real-world settings in enterprises is often complicated. Hereto, we propose a comprehensive structured procedure model to guide practitioners in chatbot projects based on a Design Science Research study. In doing so, necessary project steps are pointed out and corresponding research results are highlighted to make them reusable for practice in a targeted manner. Thus, we provide structured support for chatbot projects in enterprises.

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Section: Related Researchmentioning

confidence: 99%

Section: Planning Phasementioning

confidence: 99%

See 1 more Smart Citation

Chatbot Introduction and Operation in Enterprises – A Design Science Research-based Structured Procedure Model for Chatbot Projects

Wolff¹,

Hobert²,

Schümann³

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…Consequently, in the natural language generation (NLG) an output, i.e., an answer or a follow-up question for clarification or to determine the subsequent dialog, is created (Berg 2014). This may include text, images, videos, and control elements (Feine et al 2020a;Kusber 2017).…”

Section: Natural Language Processing Backendmentioning

confidence: 99%

“…Besides individual approaches to design aspects, little research, however, has focused on the use of chatbots for process support or process execution with chatbots in everyday office life. Especially, the studies on work task execution have focused mainly on simple tasks (e.g., resetting a password), and less on intelligent workflows or whole processes (Feine et al 2020a).…”

Section: Introduction 23mentioning

confidence: 99%

The Application of Chatbots at the Digital Workplace in Businesses - Empirical Insights and Design Recommendations for Business Chatbots

Wolff¹

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This doctoral thesis addresses the adoption of chatbots at the digital workplace in businesses by examining the topic with a strong practice-oriented focus. Application scenarios and use cases as well as corresponding objectives, influencing factors and challenges are surveyed. From the design-oriented perspective, it is shown how chatbots should be designed and which impacts can be expected. The thesis is finished with the suggestion of a procedure model for chatbot projects in businesses. The idea for this doctoral thesis originated during my employment as a research assistant at the Chair of Application Systems and E-Business at the Georg-August-Universität Göttingen. I would like to take this opportunity to thank all those who have supported me during this time, both professionally and privately. First, I like to thank my doctoral supervisor, Prof. Dr. Matthias Schumann, for offering the Ph.D. opportunity and the trust granted. The numerous discussions during my time at the chair have contributed significantly to the positive result of the work. I would also like to emphasize the continuous challenge and support, which have contributed in particular to my self-development. I would like to thank

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More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services

Janssen

Cardona

Breitner

2021

Chatbot Research and Design

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Exploring Design Principles for Enterprise Chatbots: An Analytic Hierarchy Process Study

Cited by 10 publications

References 36 publications

Chatbot Introduction and Operation in Enterprises – A Design Science Research-based Structured Procedure Model for Chatbot Projects

Chatbot Introduction and Operation in Enterprises – A Design Science Research-based Structured Procedure Model for Chatbot Projects

The Application of Chatbots at the Digital Workplace in Businesses - Empirical Insights and Design Recommendations for Business Chatbots

More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services

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