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Value propositions of chatbots to support innovation management processes

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Abstract

Chatbots have become popular in recent years as a means of supporting a company’s external communication with customers, but they are also increasingly being used for internal purposes, especially to improve and accelerate workflows. Along these lines, recent studies have suggested that chatbots can also be applied to other internal business practices, such as innovation management. Nevertheless, the use of chatbots for innovation management is still an under-researched topic, and practical experiences are largely missing. We address this gap by identifying value propositions of chatbots to support a company’s innovation management process. Furthermore, we link the value propositions to particular process steps and success dimensions. To do so, we perform a literature review and complement the findings with expert interviews. This study contributes to a better understanding of the benefits of chatbot usage for the innovation management process.

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Acknowledgements

We thank Robert Platow for his valuable research assistance in conducting the interviews.

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Correspondence to Florian Johannsen.

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Appendices

Appendix 1: Overview of the 33 literature sources analyzed in this paper along with their coding in Table 4

Enumeration

Source

I

Kar, R., and Haldar, R. (2016): Applying chatbots to the internet of things: Opportunities and architectural elements, Retrieved December 11, 2019 from: https://arxiv.org/ftp/arxiv/papers/1611/1611.03799.pdf

II

Frommert, C., Häfner, A., Friedrich, J., and Zinke, C. (2018): Using chatbots to assist communication in collaborative networks. In: Camarinha-Matos, L., Afsarmanesh H., and Rezgui, Y. (Eds): Collaborative Networks of Cognitive Systems. IFIP Advances in Information and Communication Technology, 534, 257–265, Cardiff, UK: Springer

III

Carayannopoulos, S. (2018): Using chatbots to aid transition. The International Journal of Information and Learning Technology, 35(2), 118–129

IV

Soni, N., Sharma, E. K., Singh, N., and Kapoor, A. (2019): Impact of artificial intelligence on businesses: From research, innovation, market deployment to future shifts in business models. Retrieved January 05, 2020 from: https://arxiv.org/ftp/arxiv/papers/1905/1905.02092.pdf

V

Tavanapour, N., and Bittner, E. A. (2018): Automated facilitation for idea platforms: Design and evaluation of a chatbot prototype. In: 39th International Conference on Information Systems San Francisco

VI

Davenport, T. H., Loucks, J., and Schatsky, D. (2017): Bullish on the business value of cognitive. Leaders in cognitive and AI weigh in on what’s working and what’s next. Retrieved December 09, 2019 from: https://www2.deloitte.com/content/dam/Deloitte/us/Documents/deloitte-analytics/us-da-2017-deloitte-state-of-cognitive-survey.pdf

VII

Lee, M., Frank, L., Beute, F., de Kort, Y., and Ijsselsteijn, W. (2017): Bots mind the social-technical gap. In: Proceedings of 15th European conference on computer-supported cooperative work-exploratory papers, 35–54

VIII

Coperich et al. (2017): Continuous improvement study of chatbot technologies using a human factors methodology. Retrieved January 07, 2020 from: http://acelab.tamu.edu/wp-content/uploads/sites/23/2016/10/chatbots.pdf

IX

Jenkins, M. C., Churchill, R., Cox, S., and Smith, D. (2007): Analysis of user interaction with service oriented chatbot systems. In: International Conference on HumanComputer Interaction, 76–83

X

Gorbachov, V., and Cherednichenko, O. (2017): Improving communication in enterprise solutions: Challenges and opportunities. In: Proceedings of the 1st International Conference Computational Linguistics and Intelligent Systems, 127–128

XI

Power, D., Kaparthi, S., and Mann, A. (2019): Building decision adviser bots. In: Proceedings of the Fourteenth Midwest Association for Information Systems Conference, 1–5

XII

Dahiya, M. (2017): A tool of conversation: Chatbot. International Journal of Computer Sciences and Engineering, 5 (5), 158–161

XIII

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XIV

Newlands, M. (2017): 10 ways AI and chatbots reduce business risks. Retrieved December 19, 2019 from: https://www.entrepre-neur.com/article/305073

XV

Kowalski, S., Pavlovska, K., and Goldstein, M. (2013): Two case studies in using chatbots for security training. In: Dodge, R.C., Futcher, L. (Eds): Information Assurance and Security Education and Training. WISE 2009. IFIP Advances in Information and Communication Technology, 406, 265-272, Berlin, Heidelberg, Germany: Springer

XVI

Zumstein, D., and Hundertmark, S. (2017): Chatbots—An interactive technology for personalized communication, transactions and services. IADIS International Journal on WWW/Internet, 15(1), 96–109

XVII

Jia, J., and Ruan, M. (2008): Use chatbot CSIEC to facilitate the individual learning in english instruction: A case study. In: International Conference on Intelligent Tutoring Systems, 706–708

XVIII

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XIX

Koszembar-Wiklik, M. (2016): Public Relations in the Marketing of Product Innovations. Organizacja i Zarządzanie: kwartalnik naukowy, 3, 49–63

XX

Leonhardt, M. D., Tarouco, L., Vicari, R. M., Santos, E. R., and Dos Santos da Silva, M. (2007): Using chatbots for network management training through problem-based oriented education. In: 7th IEEE International Conference on Advanced Learning Technologies, 1–3

XXI

Colace, F., De Santo, M., Lombardi, M., Pascale, F., Pietrosanto, A., and Lemma, S. (2018): Chatbot for e-learning: A case of study. In: International Journal of Mechanical Engineering and Robotics Research, 7 (5), 528–533

XXII

Pereira, J. (2016): Leveraging chatbots to improve self-guided learning through conversational quizzes. In: Proceedings of the 4th International Conference on Technological Eco-systems for Enhancing Multiculturality, 911–918

XXIII

Draxinger, S. (2017): The generativity of messaging platforms: A case study on facebook messenger and chatbots. iSChannel, 12(1), 4–9

XXIV

Pereira, J., and Díaz, Ó. (2018): Chatbot dimensions that matter: Lessons from the trenches. In: International Conference on Web Engineering, 1–7

XXV

Van Eeuwen, M. (2017): Mobile conversational commerce: Messenger chatbots as the next interface between businesses and consumers. University of Twente. Retrieved December 11, 2019 from: https://essay.utwente.nl/71706/1/van%20Eeuwen_MA_BMS.pdf

XXVI

Meyer von Wolff, R., Hobert, S., and Schumann, M. (2019): How may I help you?—State of the art and open research questions for chatbots at the digital workplace. In: Proceedings of the 52nd Hawaii International Conference on System Sciences, 95–104

XXVII

Xu, A., Liu, Z., Guo, Y., Sinha, V., and Akkiraju, R. (2017): A new chatbot for customer service on social media. In: Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, 3506–3510

XXVIII

Pradana, A., Sing, G. O., and Kumar, Y. (2017): SamBot—Intelligent conversational bot for interactive marketing with consumer-centric approach. International Journal of Computer Information Systems and Industrial Management Applications, 6(2014), 265–275

XXIX

Sozinova, A. A. (2018): Marketing concept of managing the reorganization of entrepreneurial structures using the latest information technologies. Quality-Access to Success, 19(2), 118–122

XXX

Keerthana, P., Varsha, T. H., Reddy, Y. L., Sastry, M. R., Murthy, B. R., and Reddy, M. C. K. K. (2019): Chatbot—An intelligent agent for enterprise professionals. Journal of Applied Science and Computations, 6(1), 379–390

XXXI

Gregori, E. (2017): Evaluation of modern tools for an omscs advisor chatbot. Retrieved January 05, 2020 from: https://smartech.gatech.edu/bitstream/handle/1853/58516/evaluation_of_modern_tools_for_an_omscs_advisor_chatbot%281%29.pdf?sequence=1andisAllowed=y

XXXII

Shawar, B.A., Atwell, E. (2007b): Different measurements metrics to evaluate a chatbot system. In: Academic and Industrial Research in Dialog Technologies Workshop Proceedings, 89–96

XXXIII

Mata, J., De Miguel, I., Duran, R. J., Merayo, N., Singh, S. K., Jukan, A., and Chamania, M. (2018): Artificial intelligence (AI) methods in optical networks: A comprehensive survey. Optical switching and networking, 28, 43–57

Appendix 2: Interview guide

Sections

Questions

Introduction

Since when do you work for your company?

For how long have you been dealing with innovation management?

Innovation management process

Is there a certain reference process for innovation management you use? If yes, why this model and what are its advantages?

Which activities of the process are ideally supported by innovation management software?

Referring to the reference process of (Schmid 2014): which activities are ideally supported by innovation management software?

Chatbot usage

Is your software complemented by chatbots?

Do you see any value propositions of including chatbots in your innovation management software solution? If yes, which ones?

Which process activities can be purposefully supported by chatbots?

Referring to the reference process of (Schmid 2014): which activities are ideally supported by chatbots?

Conclusion

Which technical innovations are to be expected from your software solution in the upcoming 12 months?

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Johannsen, F., Schaller, D. & Klus, M.F. Value propositions of chatbots to support innovation management processes. Inf Syst E-Bus Manage 19, 205–246 (2021). https://doi.org/10.1007/s10257-020-00487-z

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