TY - JOUR

T1 - How to Make chatbots productive – A user-oriented implementation framework

AU - Janssen, Antje

AU - Rodríguez Cardona, Davinia

AU - Passlick, Jens

AU - Breitner, Michael H.

N1 - Funding Information: We thank all the experts for sharing their knowledge, experiences, and feedback. We also thank Julia Praus, Nurefsan Demirbuga, Lukas Grutzner, and Kirill Suprun for contributing to this work.

PY - 2022/12

Y1 - 2022/12

N2 - Many organizations are pursuing the implementation of chatbots to enable automation of service processes. However, previous research has highlighted the existence of practical setbacks in the implementation of chatbots in corporate environments. To gain practical insights on the issues related to the implementation processes from several perspectives and stages of deployment, we conducted semi-structured interviews with developers and experts of chatbot development. Using qualitative content analysis and based on a review of literature on human computer interaction (HCI), information systems (IS), and chatbots, we present an implementation framework that supports the successful deployment of chatbots and discuss the implementation of chatbots through a user-oriented lens. The proposed framework contains 101 guiding questions to support chatbot implementation in an eight-step process. The questions are structured according to the people, activity, context, and technology (PACT) framework. The adapted PACT framework is evaluated through expert interviews and a focus group discussion (FGD) and is further applied in a case study. The framework can be seen as a bridge between science and practice that serves as a notional structure for practitioners to introduce a chatbot in a structured and user-oriented manner.

AB - Many organizations are pursuing the implementation of chatbots to enable automation of service processes. However, previous research has highlighted the existence of practical setbacks in the implementation of chatbots in corporate environments. To gain practical insights on the issues related to the implementation processes from several perspectives and stages of deployment, we conducted semi-structured interviews with developers and experts of chatbot development. Using qualitative content analysis and based on a review of literature on human computer interaction (HCI), information systems (IS), and chatbots, we present an implementation framework that supports the successful deployment of chatbots and discuss the implementation of chatbots through a user-oriented lens. The proposed framework contains 101 guiding questions to support chatbot implementation in an eight-step process. The questions are structured according to the people, activity, context, and technology (PACT) framework. The adapted PACT framework is evaluated through expert interviews and a focus group discussion (FGD) and is further applied in a case study. The framework can be seen as a bridge between science and practice that serves as a notional structure for practitioners to introduce a chatbot in a structured and user-oriented manner.

KW - Chatbot implementation framework

KW - Human computer interaction

KW - Human-centered design

KW - PACT framework

UR - http://www.scopus.com/inward/record.url?scp=85139205060&partnerID=8YFLogxK

U2 - 10.1016/j.ijhcs.2022.102921

DO - 10.1016/j.ijhcs.2022.102921

M3 - Article

AN - SCOPUS:85139205060

VL - 168

JO - International Journal of Human Computer Studies

JF - International Journal of Human Computer Studies

SN - 1071-5819

M1 - 102921

ER -