Value propositions of chatbots to support innovation management processes
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Value propositions of chatbots to support innovation management processes Florian Johannsen1 · Dorina Schaller2 · Milan Frederik Klus3 Received: 3 March 2020 / Revised: 4 October 2020 / Accepted: 31 October 2020 © Springer-Verlag GmbH Germany, part of Springer Nature 2020
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. Keywords Chatbots · Innovation management · Value proposition · Capability
1 Motivation One of the most important topics CIOs now have to deal with is managing the company’s digital transformation (Capgemini 2019; Gimpel et al. 2018; Ried 2019), which involves adopting and using digital technologies to assure sustainable creation of value (Gimpel and Röglinger 2015). In this respect, the spread of new * Florian Johannsen f.johannsen@hs‑sm.de Milan Frederik Klus milan.klus@uni‑bremen.de 1
Faculty of Computer Science, University of Applied Sciences, Blechhammer 4‑9, 98574 Schmalkalden, Germany
2
Regensburg, Germany
3
Faculty of Business Studies and Economics, University of Bremen, Bremen, Germany
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technologies (e.g., social networks, bots, cloud computing, etc.) (IDG Research Services 2019) leads to both an increase in market transparency (Laudon and Laudon 2018) as well as rapidly changing customer needs (Mukerjee 2013). For instance, digital technologies that allow users to compare products can help them find vendors who offer a product with the highest functionality (e.g., notebook) at the best price. To keep pace with shifting customer needs, companies have to critically scrutinize their product and service portfolios (Rubera et al. 2016; Sigala 2012a). Especially in the Industry 4.0 era, more and more manufacturing firms are searching for ways to complement their product offerings with accompanying smart services (Beverungen et al. 2017; Herterich et al. 2015; Wirtschaftsverband für Industrieservice e.V. 2019). Thus, to develop new services and products as well as to achieve long-term customer relationships, the most important process to focus on is innovation management (Baier et al. 2008; Bernstein and Singh 2008). Nonetheless, comp
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