Chatbot - Magic in a box? : A study of a chatbot in a Swedish bank

Sammanfattning: Artificial Intelligence (AI) is a topic, which is widely discussed around the globe. One branch of AI is Chatbot (CB) technology that uses Natural Language Processing to understand, reply and communicate with humans. Increasingly, CB has gained more popularity in many companies because of its contribution to productivity and efficiency. However, less is said about organizations expectations, use, and challenges of the CB. This exploratory research tries to get a more organizational perspective of this new phenomenon. To do so, we conducted interviews with project members in a large banking organization that utilizes CB. This study contributed three major conclusions: first, the importance of making sure employees understand the importance and scale of training in regard to the use of a chatbot. Second, the results also suggest that the CB performs simple tasks but still has the ability to save time for employees who use it. Third, this study acknowledged the potential in CB and the importance of proactively embracing it today to not fall behind the curve. The result contributes to the research area of CB with insights from an organizational perspective.