Implementation-specific Barriers And Measures For Chatbots In B2B Customer Service
- The use of chatbots has hardly been established in B2B companies to date and involves various challenges. The goal of this paper is to identify the biggest barriers to the successful implementation of chatbots in B2B customer service and to develop measures to overcome them. The barriers are identified by conducting expert interviews within the framework of Eisenhardt's case study research. These are examined through a socio-technical analysis focusing on people, technology, and organization. By means of systematic literature research and in-depth interviews with German chatbot providers and customers of chatbots, measures for overcoming the barriers are identified. Using interviews with experts from German chatbot providers, the responsible stakeholders of each measure according to the RASCI Responsibility Matrix are determined. A total of 46 implementation barriers and 100 measures to overcome these barriers are identified. The study shows that there are major barriers in the areas of people, technology, and organization of a socio-technical system that can cause the implementation of a chatbot to fail. A holistic view is therefore essential. The results provide firms with a guideline on how to overcome potential barriers during chatbot implementation in B2B customer service.
Author: | Daniela GrevenORCiD, K. Endres, S. Sundralingam, Volker StichGND |
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URL: | https://www.repo.uni-hannover.de/handle/123456789/13613 |
Parent Title (English): | Proceedings of the Conference on Production Systems and Logistics: CPSL 2023 |
Publisher: | publish-Ing. |
Place of publication: | Aachen |
Editor: | D. Herberger, M. Hübner, Volker Stich |
Document Type: | Conference Proceeding |
Language: | English |
Date of Publication (online): | 2023/04/28 |
Date of first Publication: | 2023/04/20 |
Release Date: | 2023/04/28 |
Tag: | 02; rev B2B customer service; Chatbot; Implementation barriers; Implementation success factors; Socio-technical analysis |
First Page: | 844 |
Last Page: | 853 |
FIR-Number: | SV7674 |
Name of the conference: | Conference on Production Systems and Logistics (CPSL) |
place of the conference: | Santiago de Queretaro, Mexico |
Date of the conference: | 28.02.2023-03.03.2023 |
Institute / Department: | FIR e. V. an der RWTH Aachen |
Dienstleistungsmanagement | |
Dewey Decimal Classification: | 6 Technik, Medizin, angewandte Wissenschaften / 62 Ingenieurwissenschaften |
Licence (German): | Creative Commons – CC BY 3.0 DE – Namensnennung 3.0 Deutschland |