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“A Large Playground†: Examining the Current State and Implications of Conversational Agent Adoption in Organizations

Author

Listed:
  • Theo Araujo

    (Universiteit van Amsterdam, Amsterdam, The Netherlands)

  • Ward van Zoonen

    (��Erasmus University, Rotterdam, The Netherlands)

  • Claartje ter Hoeven

    (��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.

Suggested Citation

  • Theo Araujo & Ward van Zoonen & Claartje ter Hoeven, 2022. "“A Large Playground†: Examining the Current State and Implications of Conversational Agent Adoption in Organizations," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 19(07), pages 1-23, November.
    • Handle: RePEc:wsi:ijitmx:v:19:y:2022:i:07:n:s0219877022500249
    DOI: 10.1142/S0219877022500249
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    Cited by:

    1. Humaid Al Naqbi & Zied Bahroun & Vian Ahmed, 2024. "Enhancing Work Productivity through Generative Artificial Intelligence: A Comprehensive Literature Review," Sustainability, MDPI, vol. 16(3), pages 1-37, January.

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