How May I Help You? – State of the Art and Open Research Questions for Chatbots at the Digital Workplace

Abstract

Chatbots become quite hyped in recent times as they can provide an intuitive and easy-to-use natural language human-computer interface. Nevertheless, they are not yet widespread in enterprises. Corresponding application areas for collaboration at digital workplaces are lacking and prior research contributions on this topic are limited. In this research paper, we aim at surveying the state of the art as well as showing future research topics. Thus, we conducted a structured literature review and showed that only few first research contributions exist. We also outline current potentials and objectives of chatbot applications. In the discussion of the results of our structured literature review, we show that research gaps are present. To tackle the research gaps, we derive open research questions.