| Publication type: | Conference paper |
| Type of review: | Peer review (publication) |
| Title: | Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange |
| Authors: | Lechler, Ruth Christine Stoeckli, Emanuel Rietsche, Roman Uebernickel, Falk |
| et. al: | No |
| Proceedings: | Proceedings of the 27th European Conference on Information Systems (ECIS) |
| Conference details: | 27th European Conference on Information Systems (ECIS), Stockholm & Uppsala, Sweden, 8-14 June 2019 |
| Issue Date: | 2019 |
| Publisher / Ed. Institution: | Association for Information Systems |
| ISBN: | 978-1-7336325-0-8 |
| Language: | English |
| Subject (DDC): | 006: Special computer methods 658.45: Corporate communications |
| Abstract: | Enterprises are forecasted to spend more on chatbots than on mobile app development by 2021. Up to today little is known on the roles chatbots play in facilitating feedback exchange. However, digitization and automation put pressure on companies to setup digital work environments that enable reskilling of employees. Therefore, a structured analysis of feedback-related chatbots for Slack was conducted. Our results propose six archetypes that reveal the roles of chatbots in facilitating feedback exchange on performance, culture and ideas. We show that chatbots do not only consist of conversational agents integrated into instant messenger but are tightly linked to complementary front-end systems such as mobile and web apps. Like the upper part of an iceberg, the conversational agent is above water and visible within the chat, whereas many user interactions of feedback-related chatbots are only possible outside of the instant messenger. Further, we extract six design principles for chatbots as digital feedback systems. We do this by analyzing chatbots and linking empirically observed design features to (meta-)requirements derived from explanatory theory on feedback, self-determination and persuasive systems. The results suggest that chatbots benefit the social environment of conversation agents and the richness of the graphical user interface of external applications. |
| URI: | https://aisel.aisnet.org/ecis2019_rp/119/ https://digitalcollection.zhaw.ch/handle/11475/27822 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Management and Law |
| Organisational Unit: | Institute for Organizational Viability (IOV) |
| Appears in collections: | Publikationen School of Management and Law |
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Lechler, R. C., Stoeckli, E., Rietsche, R., & Uebernickel, F. (2019). Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange. Proceedings of the 27th European Conference on Information Systems (ECIS). https://aisel.aisnet.org/ecis2019_rp/119/
Lechler, R.C. et al. (2019) ‘Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange’, in Proceedings of the 27th European Conference on Information Systems (ECIS). Association for Information Systems. Available at: https://aisel.aisnet.org/ecis2019_rp/119/.
R. C. Lechler, E. Stoeckli, R. Rietsche, and F. Uebernickel, “Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange,” in Proceedings of the 27th European Conference on Information Systems (ECIS), 2019. [Online]. Available: https://aisel.aisnet.org/ecis2019_rp/119/
LECHLER, Ruth Christine, Emanuel STOECKLI, Roman RIETSCHE und Falk UEBERNICKEL, 2019. Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange. In: Proceedings of the 27th European Conference on Information Systems (ECIS) [online]. Conference paper. Association for Information Systems. 2019. ISBN 978-1-7336325-0-8. Verfügbar unter: https://aisel.aisnet.org/ecis2019_rp/119/
Lechler, Ruth Christine, Emanuel Stoeckli, Roman Rietsche, and Falk Uebernickel. 2019. “Looking beneath the Tip of the Iceberg : The Two-Sided Nature of Chatbots and Their Roles for Digital Feedback Exchange.” Conference paper. In Proceedings of the 27th European Conference on Information Systems (ECIS). Association for Information Systems. https://aisel.aisnet.org/ecis2019_rp/119/.
Lechler, Ruth Christine, et al. “Looking beneath the Tip of the Iceberg : The Two-Sided Nature of Chatbots and Their Roles for Digital Feedback Exchange.” Proceedings of the 27th European Conference on Information Systems (ECIS), Association for Information Systems, 2019, https://aisel.aisnet.org/ecis2019_rp/119/.
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