期刊名称：Pacific Asia Journal of the Association for Information Systems
印刷版ISSN：1943-7544
出版年度：2020
卷号：12
期号：2
页码：64-102
DOI：10.17705/1pais.12203
语种：English
出版社：Association for Information Systems
摘要：Background: Chatbots are currently on the rise as more and more researcherstackle this topic from different perspectives. Simultaneously, workplaces and waysof working are increasingly changing in the context of digitalization. However,despite the promised benefits, the changes still show problems that should betackled more purposefully by chatbots. Application areas and underlying objectivesof a chatbot application at digital workplaces especially have not been researchedyet.Method: To solve the existing problems and close the research gap, we did aqualitative empirical study based on the grounded-theory process. Therefore, weinterviewed 29 experts in a cross-section of different industry sectors and sizes.The experts work in the information systems domain or have profound knowledgeof (future) workplace design, especially regarding chatbots.Results: We identified three fundamental usage scenarios of chatbots in sevenpossible application areas. As a result of this, we found both divisional and crossdivisional application areas at workplaces. Furthermore, we detected fifteenunderlying objectives of a chatbot operation, which can be categorized from directover mid-level to indirect ones. We show dependencies between them, as well.Conclusions: Our results prove the applicability of chatbots in workplace settings.The chatbot operation seems especially fruitful in the support or the self-servicedomain, where it provides information, carries out processes, or captures processrelated data. Additionally, automation, workload reduction, and cost reduction arethe fundamental objectives of chatbots in workplace scenarios. With this study, wecontribute to the scientific knowledge base by providing knowledge from practicefor future research approaches and closing the outlined research gap.
