TY  - CONF
A1  - Greven, Daniela
A1  - Endres, K.
A1  - Sundralingam, S.
A1  - Stich, Volker
A2  - Herberger, D.
A2  - Hübner, M.
A2  - Stich, Volker
T1  - Implementation-specific Barriers And Measures For Chatbots In B2B Customer Service
T2  - Proceedings of the Conference on Production Systems and Logistics: CPSL 2023
N2  - The use of chatbots has hardly been established in B2B companies to date and involves various challenges. The goal of this paper is to identify the biggest barriers to the successful implementation of chatbots in B2B customer service and to develop measures to overcome them. The barriers are identified by conducting expert interviews within the framework of Eisenhardt's case study research. These are examined through a socio-technical analysis focusing on people, technology, and organization. By means of systematic literature research and in-depth interviews with German chatbot providers and customers of chatbots, measures for overcoming the barriers are identified. Using interviews with experts from German chatbot providers, the responsible stakeholders of each measure according to the RASCI Responsibility Matrix are determined. A total of 46 implementation barriers and 100 measures to overcome these barriers are identified. The study shows that there are major barriers in the areas of people, technology, and organization of a socio-technical system that can cause the implementation of a chatbot to fail. A holistic view is therefore essential. The results provide firms with a guideline on how to overcome potential barriers during chatbot implementation in B2B customer service.
KW  - Chatbot
KW  - Socio-technical Analysis
KW  - B2B Customer Service
KW  - Implementation Success Factors
KW  - Implementation Barriers
KW  - rev
Y1  - 2023
UR  - https://epub.fir.de/frontdoor/index/index/docId/2525
UR  - https://www.repo.uni-hannover.de/handle/123456789/13613
SP  - 844
EP  - 853
PB  - publish-Ing.
CY  - Aachen
ER  -