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Chatbot - Magic in a box?: A study of a chatbot in a Swedish bank
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Informatics and Media. Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Informatics and Media. Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
2018 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Artificial Intelligence (AI) is a topic, which is widely discussed around the globe. One branch of AI is Chatbot (CB) technology that uses Natural Language Processing to understand, reply and communicate with humans. Increasingly, CB has gained more popularity in many companies because of its contribution to productivity and efficiency. However, less is said about organizations expectations, use, and challenges of the CB. This exploratory research tries to get a more organizational perspective of this new phenomenon. To do so, we conducted interviews with project members in a large banking organization that utilizes CB. This study contributed three major conclusions: first, the importance of making sure employees understand the importance and scale of training in regard to the use of a chatbot. Second, the results also suggest that the CB performs simple tasks but still has the ability to save time for employees who use it. Third, this study acknowledged the potential in CB and the importance of proactively embracing it today to not fall behind the curve. The result contributes to the research area of CB with insights from an organizational perspective.

Place, publisher, year, edition, pages
2018. , p. 53
Keywords [en]
Chatbot, Artificial Intelligence, Organization, Adoption, Implementation, Challenges.
National Category
Social Sciences Business Administration Social Sciences Interdisciplinary Other Engineering and Technologies not elsewhere specified
Identifiers
URN: urn:nbn:se:uu:diva-355381OAI: oai:DiVA.org:uu-355381DiVA, id: diva2:1228747
Subject / course
Business Studies
Educational program
Master Programme in Management, Communication and IT
Supervisors
Examiners
Available from: 2018-07-02 Created: 2018-06-28 Last updated: 2018-07-02Bibliographically approved

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Social SciencesBusiness AdministrationSocial Sciences InterdisciplinaryOther Engineering and Technologies not elsewhere specified

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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