State-of-the-Art Analysis of Adopting AI-based Conversational Agents in Organizations: A Systematic Literature Review.
Tom Lewandowski, Jasmin Delling, Christian Grotherr, Tilo Böhmann · Journal of the Association for Information Systems · 2021
AI-based Conversational Agents (CAs), such as chatbots, are becoming increasingly important in organizations and academic research. Beyond their intuitive, (natural) language-based and fast-accessible interface, CAs provide a scalable and costeffective platform for organizations supporting employees by retrieving, structuring, and analyzing information to assist work processes. CAs represent a novel class of information systems (IS) characterized by increasing levels of intelligence, autonomy, and personality. However, studies taking an organizational perspective on the adoption of CAs remain scarce. We address this research gap by conducting a systematic literature review (SLR) to provide a first and structured overview of managing these systems from a strategic viewpoint, including their impact on work and company processes as well as existing governance structures. We identify organizational, technical and environmental factors and chart an agenda for future research opportunities. Our study contributes to research on CAs and guides practitioners in the adoption of CAs in organizational contexts.