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

Abstract

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