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Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants

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The Palgrave Handbook of Service Management

Abstract

Conversational agents (CAs) are a form of artificial intelligence that is increasingly used to support and automate service encounters. CAs are cost-effective service actors which enable new forms of service provisioning and value co-creation scenarios. Despite their potential, organizations struggle to leverage the potential of CAs in real-life settings. We analyze the nascent literature and give insights from a design science research (DSR) project on the implementation of CAs in a service setting to identify challenges in the design, implementation, and operation of CAs in service systems. Using the lens of a multilevel framework for service systems, we present insights on how CAs can be designed and managed for value co-creation.

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Authors and Affiliations

  1. Department of Informatics, Universität Hamburg, Hamburg, Germany

    Tom Lewandowski, Christian Grotherr & Tilo Böhmann

Authors
  1. Tom Lewandowski
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  2. Christian Grotherr
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  3. Tilo Böhmann
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Corresponding author

Correspondence to Tilo Böhmann .

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Editors and Affiliations

  1. CTF, Service Research Center, Karlstad University, Karlstad, Sweden

    Bo Edvardsson  & Bård Tronvoll  & 

  2. Inland Norway University of Applied Sciences, Elverum, Norway

    Bård Tronvoll

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Lewandowski, T., Grotherr, C., Böhmann, T. (2022). Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants. In: Edvardsson, B., Tronvoll, B. (eds) The Palgrave Handbook of Service Management. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-91828-6_45

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