Table 3 Interview summary No. Company... | Emerald Publishing

Table 3

Interview summary

No.	Company position	Years of employment in the company	Direct involvement in chatbot implementation	Number of interviews
1	Marketing manager	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 2 in 2022 2 in 2023 (Total: 3 h and 55 min)
2	Marketing employee	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 3 in 2022 3 in 2023 (Total: 5 h and 40 min)
3	Marketing employee	9 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 3 in 2022 3 in 2023 (Total: 4 h and 15 min)
4	Marketing employee	8 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 2 in 2022 3 in 2023 (Total: 4 h and 30 min
5	Human resources	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 2 in 2022 2 in 2023 (Total: 4 h)
6	Head of customer care	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 2 in 2022 2 in 2023 (Total: 3 h and 45 min)
7	Customer care employee	6 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 1 in 2022 2 in 2023 (Total: 3 h and 55 min)
8	Customer care employee	7 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 1 in 2022 2 in 2023 (Total: 4 h and 15 min)
9	Customer care employee	3 years	4 chatbots (Melanie, Peter, Erika, Jemma)	2 in 2021 1 in 2022 (Total: 1 h and 55 min)
10	Customer care employee	3 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 1 in 2022 2 in 2023 (Total: 4 h and 45 min)
11	Customer care employee	4 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 1 in 2022 2 in 2023 (Total: 4 h and 35 min)
12	Customer care employee	3 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 1 in 2022 2 in 2023 (Total: 3 h)
13	Customer care employee	2 years	4 chatbots (Jemma, Lionel, Camille, Star)	2 in 2022 2 in 2023 (Total: 2 h and 35 min)
14	Customer care employee	3 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 2021 1 in 2022 2 in 2023 (Total: 3 h and 55 min)

No.	Company position	Years of employment in the company	Direct involvement in chatbot implementation	Number of interviews
1	Marketing manager	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20212 in 20222 in 2023 (Total: 3 h and 55 min)
2	Marketing employee	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20213 in 20223 in 2023 (Total: 5 h and 40 min)
3	Marketing employee	9 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20213 in 20223 in 2023 (Total: 4 h and 15 min)
4	Marketing employee	8 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20212 in 20223 in 2023 (Total: 4 h and 30 min
5	Human resources	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20212 in 20222 in 2023 (Total: 4 h)
6	Head of customer care	10 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20212 in 20222 in 2023 (Total: 3 h and 45 min)
7	Customer care employee	6 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20211 in 20222 in 2023 (Total: 3 h and 55 min)
8	Customer care employee	7 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20211 in 20222 in 2023 (Total: 4 h and 15 min)
9	Customer care employee	3 years	4 chatbots (Melanie, Peter, Erika, Jemma)	2 in 20211 in 2022 (Total: 1 h and 55 min)
10	Customer care employee	3 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20211 in 20222 in 2023 (Total: 4 h and 45 min)
11	Customer care employee	4 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20211 in 20222 in 2023 (Total: 4 h and 35 min)
12	Customer care employee	3 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20211 in 20222 in 2023 (Total: 3 h)
13	Customer care employee	2 years	4 chatbots (Jemma, Lionel, Camille, Star)	2 in 20222 in 2023 (Total: 2 h and 35 min)
14	Customer care employee	3 years	7 chatbots (Melanie, Peter, Erika, Jemma, Lionel, Camille, Star)	2 in 20211 in 20222 in 2023 (Total: 3 h and 55 min)

Source(s): The above table was created by the authors