Conceptual Framework for Utilizing Chatbots as Domain Experts in Organizations

Abstract

This paper articulates conceptual framework for investigating the deployment of Large Language Models (LLMs) in the capacity of expert-level chatbot interfaces within organizational settings. Commencing with an exhaustive review of the pertinent literature, this study delineates the landscape of LLM application in corporate environments. The challenges encompass the heterogeneity of human-LLM interactions, the propensity for inadvertent errors, and the consequential effects on employee engagement and motivation. Foremost among these is the examination of the intricacies involved in the symbiosis of LLMs with extant business information systems, particularly evaluating the utility of LLMs as dynamic, bi-directional communicative interfaces. Moreover, the study anticipates the prospective impacts that LLMs may exert on prevailing human-machine interfaces within such information systems. Conclusively, this paper introduces high-level theoretical model for the integration of LLM-driven chatbots into business information systems, setting a platform for future investigations. This model is advancing the understanding of the transformative role of LLMs in augmenting and refining organizational information processing and decision-making paradigms.