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Conference Papers Year : 2021

Chatbots at Work: A Taxonomy of the Use of Chatbots in the Workplace

Lorentsa Gkinko
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Amany Elbanna
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Abstract

The adoption of Artificial Intelligence (AI) applications in organisations is growing rapidly. In this study, we focus on chatbots as one type of AI applications in organisations. As an AI-enabled application, Chatbots learn from their use patterns. Therefore, the ways users adopt and use chatbots will have significant impact on the future evolvement of this technology. This study examines the use of chatbots in the workplace. It questions how employees use chatbots in the workplace. It adopts an inductive approach to examine the use of the same chatbot in the same organisation. The findings highlight the existence of different patterns of use. Based on the inductive analysis of data, we develop a taxonomy of chatbot users. The taxonomy offers four types of users based on two prominent criteria. The study presents a key step in understanding chatbot use in the workplace that could pave the way for future research.
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hal-03648121 , version 1 (21-04-2022)

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Lorentsa Gkinko, Amany Elbanna. Chatbots at Work: A Taxonomy of the Use of Chatbots in the Workplace. 20th Conference on e-Business, e-Services and e-Society (I3E), Sep 2021, Galway, Ireland. pp.29-39, ⟨10.1007/978-3-030-85447-8_3⟩. ⟨hal-03648121⟩
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