Socio-Technical Boundary Conditions for Chatbot Implementation in Organizations

Master thesis (2022)

Authors

M.G. van Dis Technology, Policy and Management

Contributors

Ben Wagner Organisation & Governance - TPM (graduation committee member)
Jesper Taal (coach)
Doris Degen (coach)
Faculty
Technology, Policy and Management, Technology, Policy and Management
Copyright: © 2022 Martijn van Dis
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Published Date

08-07-2022

Language

English

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Faculty

Technology, Policy and Management

Abstract

This research focuses on the effects of the socio-technical boundary conditions on the success of chatbot implementation in organizations. To do so, different actor perspectives on "successful implementation" are explored and 33 boundary conditions are proposed. The findings suggest that satisfying the boundary conditions has a positive effect on the success of the chatbot implementation. This indicates that the suggested boundary conditions can be used as a tool to guide future chatbot implementations. By doing so, the social and technical requirements can be ensured.