Details
| Original language | English |
|---|---|
| Number of pages | 17 |
| Publication status | Published - 2021 |
Abstract
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2021.
Research output: Contribution to conference › Paper › Research › peer review
}
TY - CONF
T1 - Why do Chatbots fail?
T2 - A Critical Success Factors Analysis
AU - Janssen, Antje Henriette Annette
AU - Grützner, Lukas
AU - Breitner, Michael H.
N1 - DBLP's bibliographic metadata records provided through http://dblp.org/search/publ/api are distributed under a Creative Commons CC0 1.0 Universal Public Domain Dedication. Although the bibliographic metadata records are provided consistent with CC0 1.0 Dedication, the content described by the metadata records is not. Content may be subject to copyright, rights of privacy, rights of publicity and other restrictions.
PY - 2021
Y1 - 2021
N2 - Chatbots gain more and more attention, both in research and in practice, and enter several application areas. While much research addresses technical or human centered aspects, development, and adoption, little is known about Critical Success Factors (CSFs) and failure reasons of chatbots in practice. Design Science Research (DSR) oriented, we first analyze 103 real-world chatbots to examine the discontinuation rate of chatbots in 15 months. With a literature review and 20 expert interviews, we derive 12 specific CSFs and identify failure reasons which are evaluated in a focus group discussion with chatbot experts, afterwards. We explain chatbots’ failure in practice, improve chatbot knowledge in Information Systems (IS) and Human Computer Interaction (HCI), and finally deduce recommendations and further research opportunities.
AB - Chatbots gain more and more attention, both in research and in practice, and enter several application areas. While much research addresses technical or human centered aspects, development, and adoption, little is known about Critical Success Factors (CSFs) and failure reasons of chatbots in practice. Design Science Research (DSR) oriented, we first analyze 103 real-world chatbots to examine the discontinuation rate of chatbots in 15 months. With a literature review and 20 expert interviews, we derive 12 specific CSFs and identify failure reasons which are evaluated in a focus group discussion with chatbot experts, afterwards. We explain chatbots’ failure in practice, improve chatbot knowledge in Information Systems (IS) and Human Computer Interaction (HCI), and finally deduce recommendations and further research opportunities.
M3 - Paper
ER -