#5205. Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service

September 2026publication date
Proposal available till 08-06-2025
4 total number of authors per manuscript0 $

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Journal’s subject area:
Management of Technology and Innovation;
Human-Computer Interaction;
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More details about the manuscript: Science Citation Index Expanded or/and Social Sciences Citation Index
Abstract:
While chatbots have become an important part of customer service operations, there is a knowledge gap concerning organizational aspects of chatbot implementation and management. In response to this gap, we present a study of organizational factors affecting successful chatbot implementation. The study involved six organizations that had implemented chatbots for customer service within the last three years. Interviews were conducted with chatbot project owners, managers, developers, and customer service personnel–a total of 14 interviews.
Keywords:
Chatbot; customer service; digital innovation; implementation effectiveness; innovation implementation; organizational factors

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