Can you help me scale? A Systematic Analysis of Scaling Capabilities of Conversational Agents for Digital Services
Journal
International Conference on Wirtschaftsinformatik (WI)
Type
conference paper
Date Issued
2022-02-21
Author(s)
Research Team
IWI6
Abstract
Today’s servitized and digitalized society has significant implications for the economic system as value creation increasingly shifts towards digital services. Organizations are increasingly relying of artificial intelligence, which enables them to operate with novel technological artifacts like conversational agents (CA). These human-like AI-driven artifacts open new possibilities and channels for service providers to scale up their business even further and to create a business value or even to make processes more efficient. While we witness the results of that each day, we do not fully understand how such CAs can contribute to scaling up a business. Therefore, we conduct an analysis of service research and popular CAs to determine the status quo and highlight opportunities for scaling services with CAs. We contribute to theory by clarifying the meaning of scalability in combination with CAs and support practitioners by providing an overview about how organizations successfully scale their CAs.
Language
English
Keywords
conversational agents
digital services
service scaling
HSG Classification
contribution to scientific community
Pages
16
Event Title
International Conference on Wirtschaftsinformatik (WI)
Event Location
Nuremberg, Germany
Event Date
21-23 Feb 2022
Subject(s)
Division(s)
Eprints ID
265639
File(s)![Thumbnail Image]()
open.access
Name
JML_862.pdf
Size
299.39 KB
Format
Adobe PDF
Checksum (MD5)
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