Conference
Will AI-enabled Chatbots Threat Employees’ Job Identity?
Abstract
Recently artificial intelligence (AI)-enabled chatbots (ICA hereinafter) have been widely introduced in online customer service as a new type of “digital employee” (Suthar 2020). It is projected that by 2025, 95% of consumer online service interactions will be chatbot-powered (Clark 2020). Consequently, the negative impacts of ICA on existing employees are raising an increasing concern (Wang and Siau 2019). While no mass job destruction is …
Authors
Wang W; Yuan Y; Wang F
Publication Date
January 1, 2023
Conference proceedings
29th Annual Americas Conference on Information Systems Amcis 2023