Table 6 Chatbot-related solutions to... | Emerald Publishing

Table 6

Chatbot-related solutions to service activity tensions

Phase	Tension	Company actions	Results of expansive learning
Phase 1: Questioning and analysis of current activity systems and customer care practices	Tension 1 - Contradictions between the service promised and its effective care practice Tension 2 - Less efficient coordination of human and technical elements Tension 3 - Fear and implications of possible noncompliance	Find new solutions to enhance relationships with customers. A new technology is introduced: the chatbot	Transition from traditional call center/email-based operations to innovative communication channels Improved service alignment Adherence to regulatory compliance Risk mitigation
Phase 2: Modeling new chatbot-based solutions	Tension 1 - Issues due to training constraints Tension 2 - High workload and stress levels of the employees Tension 3 - New rules and work routines Tension 4 - Inadequate collaboration across broader organizational settings	Adapt the technology to meet the needs of both employees and customers to ensure its effectiveness	Relief from energy and time expenditure Enhanced customer–robot interactions Reduced human intervention in conversations Strengthened technology collaboration
Phase 3: Examining and testing multiple chatbots-based solutions	Tension 1 - Issues in operational limitations of specialized chatbots Tension 2 - Increasing complexities in managing the solutions Tension 3 - Lack of specialized expertise	Improve the technology to overcome operational limitations for addressing detailed requests. A multiple chatbot-based solution is introduced to accommodate specific tasks and increase HRC	Enhanced operational efficiency Improved responsiveness Shared workload with advanced technological solutions
Phase 4: Implementing and reflecting on AI-augmented, chatbot-based solutions	Tension 1 - Issue for a complete integration of the chatbot system across all company departments Tension 2 - Overburdened employees, struggling with the huge volume of data	Enhance robotic technology to become autonomous and capable of actively collaborating with employees. Generative AI has augmented chatbot capabilities	Reduced employee burdens Improved customers’ data analysis Contextually appropriate responses Streamlined operations Enhanced decision-making Improved productivity

Phase	Tension	Company actions	Results of expansive learning
Phase 1: Questioning and analysis of current activity systems and customer care practices	Tension 1 - Contradictions between the service promised and its effective care practice Tension 2 - Less efficient coordination of human and technical elements Tension 3 - Fear and implications of possible noncompliance	Find new solutions to enhance relationships with customers. A new technology is introduced: the chatbot	Transition from traditional call center/email-based operations to innovative communication channels Improved service alignment Adherence to regulatory compliance Risk mitigation
Phase 2: Modeling new chatbot-based solutions	Tension 1 - Issues due to training constraints Tension 2 - High workload and stress levels of the employees Tension 3 - New rules and work routines Tension 4 - Inadequate collaboration across broader organizational settings	Adapt the technology to meet the needs of both employees and customers to ensure its effectiveness	Relief from energy and time expenditure Enhanced customer–robot interactions Reduced human intervention in conversations Strengthened technology collaboration
Phase 3: Examining and testing multiple chatbots-based solutions	Tension 1 - Issues in operational limitations of specialized chatbots Tension 2 - Increasing complexities in managing the solutions Tension 3 - Lack of specialized expertise	Improve the technology to overcome operational limitations for addressing detailed requests. A multiple chatbot-based solution is introduced to accommodate specific tasks and increase HRC	Enhanced operational efficiency Improved responsiveness Shared workload with advanced technological solutions
Phase 4: Implementing and reflecting on AI-augmented, chatbot-based solutions	Tension 1 - Issue for a complete integration of the chatbot system across all company departments Tension 2 - Overburdened employees, struggling with the huge volume of data	Enhance robotic technology to become autonomous and capable of actively collaborating with employees. Generative AI has augmented chatbot capabilities	Reduced employee burdens Improved customers’ data analysis Contextually appropriate responses Streamlined operations Enhanced decision-making Improved productivity

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