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3. See you soon again, chatbot? A design taxonomy to characterize user-chatbot relationships with different time horizons

Author

Nißen, Marcia, Selimi, Driton; https://orcid.org/0000-0002-6154-4154, Janssen, Antje; https://orcid.org/0000-0001-8828-2708, Cardona, Davinia Rodríguez, Breitner, Michael H, Kowatsch, Tobias; https://orcid.org/0000-0001-5939-4145, von Wangenheim, Florian, Nißen, Marcia, Selimi, Driton; https://orcid.org/0000-0002-6154-4154, Janssen, Antje; https://orcid.org/0000-0001-8828-2708, Cardona, Davinia Rodríguez, Breitner, Michael H, Kowatsch, Tobias; https://orcid.org/0000-0001-5939-4145, and von Wangenheim, Florian

Abstract

Users interact with chatbots for various purposes and motivations – and for different periods of time. However, since chatbots are considered social actors and given that time is an essential component of social interactions, the question arises as to how chatbots need to be designed depending on whether they aim to help individuals achieve short-, medium- or long-term goals. Following a taxonomy development approach, we compile 22 empirically and conceptually grounded design dimensions contingent on chatbots’ temporal profiles. Based upon the classification and analysis of 120 chatbots therein, we abstract three time-dependent chatbot design archetypes: Ad-hoc Supporters, Temporary Assistants, and Persistent Companions. While the taxonomy serves as a blueprint for chatbot researchers and designers developing and evaluating chatbots in general, our archetypes also offer practitioners and academics alike a shared understanding and naming convention to study and design chatbots with different temporal profiles.

Published
2022

5. See you soon again, chatbot? A design taxonomy to characterize user-chatbot relationships with different time horizons

Author

Nißen, Marcia, Selimi, Driton, Janssen, Antje, Cardona, Davinia Rodríguez, Breitner, Michael H., Kowatsch, Tobias, von Wangenheim, Florian, Nißen, Marcia, Selimi, Driton, Janssen, Antje, Cardona, Davinia Rodríguez, Breitner, Michael H., Kowatsch, Tobias, and von Wangenheim, Florian

Abstract

Users interact with chatbots for various purposes and motivations – and for different periods of time. However, since chatbots are considered social actors and given that time is an essential component of social interactions, the question arises as to how chatbots need to be designed depending on whether they aim to help individuals achieve short-, medium- or long-term goals. Following a taxonomy development approach, we compile 22 empirically and conceptually grounded design dimensions contingent on chatbots’ temporal profiles. Based upon the classification and analysis of 120 chatbots therein, we abstract three time-dependent chatbot design archetypes: Ad-hoc Supporters, Temporary Assistants, and Persistent Companions. While the taxonomy serves as a blueprint for chatbot researchers and designers developing and evaluating chatbots in general, our archetypes also offer practitioners and academics alike a shared understanding and naming convention to study and design chatbots with different temporal profiles. © 2021 The Authors

Published
2021

6. Challenges of the Financial Industry - An Analysis of Critical Success Factors for FinTechs.

Author

Werth, Oliver, Nowatschin, Jan, Guhr, Nadine, Cardona, Davinia Rodríguez, Werner, Matthias, and Breitner, Michael H.

Subjects
FINANCIAL services industry, CRITICAL success factor, FINANCIAL technology, GROUNDED theory, BUSINESSPEOPLE
Abstract

FinTechs are attracting ongoing interest in both academia and practice. With the use of techniques borrowed from grounded theory, we analyze material from 10 interviews with managers and Chief Executive Officers at FinTechs and 8 interviews with venture capitalists (VCs). We examined 15 critical success factors (CSFs) for FinTech ventures. These are divided into 9 factors that generally apply to general ventures: (1) team, (2) entrepreneur, (3) capital, (4) product/market fit, (5) idea and execution, (6) pivoting and continuous learning, (7) customer acquisition, (8) internationalization, and (9) networking. In addition, we examine 6 factors that have specific relevance to FinTech venture success, namely, (10) technological advantage, (11) regulatory knowledge, (12) B2B focus, (13) incumbent partnerships, (14) growth potential, and (15) exit options for VCs. Our study expands the literature on CSFs for FinTechs and provides recommendations for entrepreneurs to be more successful. [ABSTRACT FROM AUTHOR]

Published
2019

7. A Mixed Methods Analysis of the Adoption and Diffusion of Chatbot Technology in the German Insurance Sector.

Author

Cardona, Davinia Rodríguez, Schönborn, Svenja, Werth, Oliver, and Breitner, Michael H.

Subjects
CHATBOTS, MIXED methods research, INSURANCE companies, INFORMATION & communication technologies, VALUE chains, CUSTOMER loyalty
Abstract

In recent years, gradual improvements in information, computing, communication and connectivity technologies have enabled new technical possibilities for the adoption of Chatbots across diverse sectors. In the case of the insurance sector, the implementation of service innovations based on Chatbot technology can contribute, among other benefits, to improve the efficiency across the insurance value chain, reduce costs and generate customer loyalty and trust (Barrett et al., 2015; Ross et al., 2016). However, despite the advantages, the adoption success of Chatbot Technology depends on the understanding of the ambivalent perceptions, attitudes, and beliefs of the main social actors (i.e. practitioners and potential users) towards the customer interface. Using a mixed methods design based on an interpretive paradigm and within the frameworks of acceptance and diffusion research, we identified the "relative advantages" and "IS infrastructure" as the most critical ambivalent socio-technical factors for the adoption and diffusion of Chatbot technology in Germany. [ABSTRACT FROM AUTHOR]

Published
2019

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