Implementing Conversational AI: Institutional Logic, Responses, and Constraint Absorption
Type
conference paper
Date Issued
2024-08
Author(s)
Abstract
Over the last few years, Conversational AI has become increasingly prevalent in serviceoriented industries. This longitudinal dialogical action research study delves into the antecedents of why service-oriented industries implement Conversational AI in their customer service operations. Second, it elucidates the interplay of institutional logic and organizational responses in addressing resource constraints encountered during the technology's implementation. We collaborated with six Swiss retail banks and insurance companies to analyze their Conversational AI implementation practices. Our research identifies three organizational responses to absorb resource constraints: development of AI Business Unit Capabilities, formation of specialized AI Teams, and establishment of AI Value Streams. Furthermore, our research identified that a company's institutional logicfrom opportunistic and cautious to pragmatic AI utilization and innovative customer-centricsignificantly molds its organizational response to accessing external resources needed during Conversational AI implementations. Additionally, these organizational responses exhibit varying degrees of external resource-accessing capabilities (i.e., full, partial, or minimal).
Keywords
Conversational Artificial Intelligence
Institutional Logic
Organizational Responses
Resource Dependence Theory
Constraint Absorption
HSG Classification
contribution to scientific community
Refereed
Yes
Event Title
Academy of Management Annual Meeting
Event Location
Chigaco, IL, USA
Event Date
August 9-13, 2024
Subject(s)
Division(s)