AI, Chatbots, and Employee Communication
Kerk F. Kee, Shan Xu, Kulsawasd Jitkajornwanich · 2025
This chapter explores the role of artificial intelligence (AI) and chatbots in transforming employee communication, particularly their impact on employee engagement and workplace efficiency. AI tools like OpenAI’s ChatGPT and Google’s Bard are increasingly being adopted by companies to enhance internal processes, including onboarding, training, and performance evaluations. Additionally, AI chatbots are revolutionizing external communication, as seen in the customer service applications of companies like Autodesk and Royal Bank of Scotland. This chapter delves into key affordances of AI, such as automation, personalization, and continuous learning, which enable businesses to scale operations and improve decision-making. However, the rapid integration of AI also raises ethical challenges, including biases in algorithmic decision-making, concerns over job displacement, and issues of fairness and transparency. Theoretical frameworks, such as the diffusion of innovations (DOI), technology acceptance model (TAM), and computers as social actors (CASA), are used to provide a nuanced understanding of AI’s adoption and its implications for the workplace. More specifically, DOI and TAM are discussed to understand the factors influencing AI adoption and the long-term impact on organizational practices. We also discussed CASA, which explains how employees interact with AI systems as if they were human collaborators, further blurring the line between human and machine roles in organizations. By addressing both the potential and the challenges, this chapter offers a forward-looking perspective on the future of AI in employee communication.