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How affordances of chatbots cross the chasm between social and traditional enterprise systems
2019
Electronic Markets
Digital and agile companies widely use chatbots in the form of integrations into enterprise messengers such as Slack and Microsoft Teams. However, there is a lack of empirical evidence about their action possibilities (i.e., affordances), for example, to link social interactions with third-party systems and processes. Therefore, we adopt a three-stage process. Grounded in a preliminary study and a qualitative study with 29 interviews from 17 organizations, we inductively derive rich contextual
doi:10.1007/s12525-019-00359-6
fatcat:vw46ss2szvfjji5li42qhdqfny