A Virtual Chatbot for ITSM Application

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.

Abstract: Environmental protection is a central challenge these days. At the same time, digital technologies have experienced tremendous technical progress in recent years and their potentials to support firms’ sustainability strategies and corporate social responsibility efforts are intensively discussed. In this respect, companies search for efficient ways to trigger a change of employee behavior in terms of climate-friendly practices. We propose chatbots as a promising technology to promote the climate-friendly behavior of employees. Following a Design Science Research (DSR) procedure, we develop a chatbot prototype called KlimaKarl to sensitize the workforce to behave in a more climate-conscious way in the everyday office life. We show that chatbots may be a suitable instrument to promote employees’ climate-friendly behavior.

Abstract: Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effective work of employees and technologies is incident management. The business user must have continuous access to the necessary resources of the information system, and the decision in the event of an incident should not be delayed indefinitely, suspending the business process in the company. Approaches to optimizing the incident management structure based on artificial intelligence tools, including machine learning, have been considered in the article. The positive aspects of using the artificial intelligence in incident management, real examples of companies and projects have been designated, and also the modern process of user support from detecting an incident until solving it has been analysed and presented.