Affiliation:
1. Universiteit van Amsterdam, Amsterdam, The Netherlands
2. Erasmus University, Rotterdam, The Netherlands
Abstract
This study explores the short- and long-term expectations about adoption of conversational agents in the organizational frontline. Drawing from in-depth interviews with managers and developers in organizations that have implemented these agents, it sheds light on how the deployment of and collaboration with technology-based autonomous agents influences service activities, and expectations of changes in organizational processes. The interviews revealed that implementations are done on a rather iterative and experimental basis, often balancing the current limits of technology while aiming at improved efficiency, augmenting the work of frontline employees, and meeting the ever-growing demands from consumers.
Publisher
World Scientific Pub Co Pte Ltd
Subject
Management of Technology and Innovation
Cited by
5 articles.
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