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Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Tom Lewandowski

    (Universität Hamburg)

  • Christian Grotherr

    (Universität Hamburg)

  • Tilo Böhmann

    (Universität Hamburg)

Abstract

Conversational agents (CAs) are a form of artificial intelligence that is increasingly used to support and automate service encounters. CAs are cost-effective service actors which enable new forms of service provisioning and value co-creation scenarios. Despite their potential, organizations struggle to leverage the potential of CAs in real-life settings. We analyze the nascent literature and give insights from a design science research (DSR) project on the implementation of CAs in a service setting to identify challenges in the design, implementation, and operation of CAs in service systems. Using the lens of a multilevel framework for service systems, we present insights on how CAs can be designed and managed for value co-creation.

Suggested Citation

  • Tom Lewandowski & Christian Grotherr & Tilo Böhmann, 2022. "Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 945-966, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_45
    DOI: 10.1007/978-3-030-91828-6_45
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    Cited by:

    1. 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).

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