Details
| Original language | English |
|---|---|
| Article number | 102921 |
| Journal | International Journal of Human Computer Studies |
| Volume | 168 |
| Early online date | 6 Sept 2022 |
| Publication status | Published - Dec 2022 |
Abstract
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.
Keywords
- Chatbot implementation framework, Human computer interaction, Human-centered design, PACT framework
ASJC Scopus subject areas
- Computer Science(all)
- Software
- Social Sciences(all)
- Human Factors and Ergonomics
- Social Sciences(all)
- Education
- Engineering(all)
- Computer Science(all)
- Human-Computer Interaction
- Computer Science(all)
- Hardware and Architecture
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In: International Journal of Human Computer Studies, Vol. 168, 102921, 12.2022.
Research output: Contribution to journal › Article › Research › peer review
}
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 -