Value propositions of chatbots to support innovation management processes

Abstract

Chatbots have become popular in recent years as a means of supporting a company’s external communication with customers, but they are also increasingly being used for internal purposes, especially to improve and accelerate workflows. Along these lines, recent studies have suggested that chatbots can also be applied to other internal business practices, such as innovation management. Nevertheless, the use of chatbots for innovation management is still an under-researched topic, and practical experiences are largely missing. We address this gap by identifying value propositions of chatbots to support a company’s innovation management process. Furthermore, we link the value propositions to particular process steps and success dimensions. To do so, we perform a literature review and complement the findings with expert interviews. This study contributes to a better understanding of the benefits of chatbot usage for the innovation management process.

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Acknowledgements

We thank Robert Platow for his valuable research assistance in conducting the interviews.

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Appendices

Appendix 1: Overview of the 33 literature sources analyzed in this paper along with their coding in Table 4

Enumeration Source
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Appendix 2: Interview guide

Sections Questions
Introduction Since when do you work for your company?
For how long have you been dealing with innovation management?
Innovation management process Is there a certain reference process for innovation management you use? If yes, why this model and what are its advantages?
Which activities of the process are ideally supported by innovation management software?
Referring to the reference process of (Schmid 2014): which activities are ideally supported by innovation management software?
Chatbot usage Is your software complemented by chatbots?
Do you see any value propositions of including chatbots in your innovation management software solution? If yes, which ones?
Which process activities can be purposefully supported by chatbots?
Referring to the reference process of (Schmid 2014): which activities are ideally supported by chatbots?
Conclusion Which technical innovations are to be expected from your software solution in the upcoming 12 months?

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Johannsen, F., Schaller, D. & Klus, M.F. Value propositions of chatbots to support innovation management processes. Inf Syst E-Bus Manage 19, 205–246 (2021). https://doi.org/10.1007/s10257-020-00487-z

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Keywords

  • Chatbots
  • Innovation management
  • Value proposition
  • Capability