IDEAS home Printed from https://ideas.repec.org/a/spr/binfse/v62y2020i3d10.1007_s12599-020-00644-1.html
   My bibliography  Save this article

Virtual Assistance in Any Context

Author

Listed:
  • Antje Janssen

    (Leibniz Universität Hannover)

  • Jens Passlick

    (Leibniz Universität Hannover)

  • Davinia Rodríguez Cardona

    (Leibniz Universität Hannover)

  • Michael H. Breitner

    (Leibniz Universität Hannover)

Abstract

Several domain-specific assistants in the form of chatbots have conquered many commercial and private areas. However, there is still a limited level of systematic knowledge of the distinctive characteristics of design elements for chatbots to facilitate development, adoption, implementation, and further research. To close this gap, the paper outlines a taxonomy of design elements for chatbots with 17 dimensions organized into the perspectives intelligence, interaction and context. The conceptually grounded design elements of the taxonomy are used to analyze 103 chatbots from 23 different application domains. Through a clustering-based approach, five chatbot archetypes that currently exist for domain-specific chatbots are identified. The developed taxonomy provides a structure to differentiate and categorize domain-specific chatbots according to archetypal qualities that guide practitioners when taking design decisions. Moreover, the taxonomy serves academics as a foundation for conducting further research on chatbot design while integrating scientific and practical knowledge.

Suggested Citation

  • Antje Janssen & Jens Passlick & Davinia Rodríguez Cardona & Michael H. Breitner, 2020. "Virtual Assistance in Any Context," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 211-225, June.
    • Handle: RePEc:spr:binfse:v:62:y:2020:i:3:d:10.1007_s12599-020-00644-1
    DOI: 10.1007/s12599-020-00644-1
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s12599-020-00644-1
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s12599-020-00644-1?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Alexander Maedche & Stefan Morana & Silvia Schacht & Dirk Werth & Julian Krumeich, 2016. "Advanced User Assistance Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 58(5), pages 367-370, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hitesh Dhiman & Christoph Wächter & Michael Fellmann & Carsten Röcker, 2022. "Intelligent Assistants," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(5), pages 645-665, October.
    2. Dennis Kundisch & Jan Muntermann & Anna Maria Oberländer & Daniel Rau & Maximilian Röglinger & Thorsten Schoormann & Daniel Szopinski, 2022. "An Update for Taxonomy Designers," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(4), pages 421-439, August.
    3. Stefan Morana & Jella Pfeiffer & Marc T. P. Adam, 2020. "User Assistance for Intelligent Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 189-192, June.
    4. Gkinko, Lorentsa & Elbanna, Amany, 2023. "Designing trust: The formation of employees’ trust in conversational AI in the digital workplace," Journal of Business Research, Elsevier, vol. 158(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Florian Brachten & Felix Brünker & Nicholas R. J. Frick & Björn Ross & Stefan Stieglitz, 0. "On the ability of virtual agents to decrease cognitive load: an experimental study," Information Systems and e-Business Management, Springer, vol. 0, pages 1-21.
    2. Thure Georg Weimann & Hannes Schlieter & Alfred Benedikt Brendel, 2022. "Virtual Coaches," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(4), pages 515-528, August.
    3. Stephan Diederich & Alfred Benedikt Brendel & Lutz M. Kolbe, 2020. "Designing Anthropomorphic Enterprise Conversational Agents," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 193-209, June.
    4. Patrick Zschech & Richard Horn & Daniel Höschele & Christian Janiesch & Kai Heinrich, 2020. "Intelligent User Assistance for Automated Data Mining Method Selection," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 227-247, June.
    5. Alexander Maedche & Christine Legner & Alexander Benlian & Benedikt Berger & Henner Gimpel & Thomas Hess & Oliver Hinz & Stefan Morana & Matthias Söllner, 2019. "AI-Based Digital Assistants," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 535-544, August.
    6. Dominik Siemon, 2022. "Elaborating Team Roles for Artificial Intelligence-based Teammates in Human-AI Collaboration," Group Decision and Negotiation, Springer, vol. 31(5), pages 871-912, October.
    7. Nicolas Pfeuffer & Alexander Benlian & Henner Gimpel & Oliver Hinz, 2019. "Anthropomorphic Information Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 523-533, August.
    8. Emanuel Stoeckli & Christian Dremel & Falk Uebernickel & Walter Brenner, 2020. "How affordances of chatbots cross the chasm between social and traditional enterprise systems," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(2), pages 369-403, June.
    9. Stefan Morana & Jella Pfeiffer & Marc T. P. Adam, 2018. "Call for Papers, Issue 3/2020," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 60(6), pages 571-572, December.
    10. Helena M. Müller & Melanie Reuter-Oppermann, 2024. "Designing Behavior Change Support Systems Targeting Blood Donation Behavior," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 66(3), pages 299-319, June.
    11. Michael Vössing & Niklas Kühl & Matteo Lind & Gerhard Satzger, 2022. "Designing Transparency for Effective Human-AI Collaboration," Information Systems Frontiers, Springer, vol. 24(3), pages 877-895, June.
    12. Stefan Morana & Jella Pfeiffer & Marc T. P. Adam, 2020. "User Assistance for Intelligent Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 189-192, June.
    13. Christian Eckert & Christof Neunsinger & Katrin Osterrieder, 2022. "Managing customer satisfaction: digital applications for insurance companies," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 47(3), pages 569-602, July.
    14. Florian Brachten & Felix Brünker & Nicholas R. J. Frick & Björn Ross & Stefan Stieglitz, 2020. "On the ability of virtual agents to decrease cognitive load: an experimental study," Information Systems and e-Business Management, Springer, vol. 18(2), pages 187-207, June.
    15. Ernestine Dickhaut & Mahei Manhai Li & Andreas Janson & Jan Marco Leimeister, 2022. "The role of design patterns in the development and legal assessment of lawful technologies," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2311-2331, December.
    16. Chang, Woondeog & Park, Jungkun, 2024. "A comparative study on the effect of ChatGPT recommendation and AI recommender systems on the formation of a consideration set," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    17. Dominik Jung & Verena Dorner & Florian Glaser & Stefan Morana, 2018. "Robo-Advisory," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 60(1), pages 81-86, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:binfse:v:62:y:2020:i:3:d:10.1007_s12599-020-00644-1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.