负责任的对话代理集成中的生成式人工智能:服务经理指南

IF 3.1 4区 管理学 Q2 BUSINESS
Karim Sidaoui , Dominik Mahr , Gaby Odekerken-Schröder
{"title":"负责任的对话代理集成中的生成式人工智能:服务经理指南","authors":"Karim Sidaoui ,&nbsp;Dominik Mahr ,&nbsp;Gaby Odekerken-Schröder","doi":"10.1016/j.orgdyn.2024.101045","DOIUrl":null,"url":null,"abstract":"<div><p>Responsible integration of conversational agents (CAs) like chatbots is crucial for service firms to mitigate risks and foster positive outcomes. This article provides managerial guidelines through a Corporate Digital Responsibility (CDR) lens, focusing on CDR Culture, Management Structure, and Digital Governance across the service firm, software provider, and customers/society. It examines how organizational sensemaking processes of creation, interpretation, and enactment are triggered by CA-related issues and events. The research highlights the role of generative AI (GenAI) in implementing CDR factors and responsible CA software development lifecycle phases during development and integration. Guidelines are provided for leveraging GenAI to enhance CDR Culture, incorporate ethical considerations into CDR Management Structure, and enable robust Digital Governance mechanisms to prioritize customer/societal well-being. A multilevel framework illustrates reinforcing the guidelines through organizational sensemaking processes, and fostering responsible CA integration aligned with ethical principles and societal values.</p></div>","PeriodicalId":48061,"journal":{"name":"Organizational Dynamics","volume":null,"pages":null},"PeriodicalIF":3.1000,"publicationDate":"2024-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0090261624000184/pdfft?md5=a4e2d0d2d351674974c877751b16e173&pid=1-s2.0-S0090261624000184-main.pdf","citationCount":"0","resultStr":"{\"title\":\"Generative AI in Responsible Conversational Agent Integration: Guidelines for Service Managers\",\"authors\":\"Karim Sidaoui ,&nbsp;Dominik Mahr ,&nbsp;Gaby Odekerken-Schröder\",\"doi\":\"10.1016/j.orgdyn.2024.101045\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>Responsible integration of conversational agents (CAs) like chatbots is crucial for service firms to mitigate risks and foster positive outcomes. This article provides managerial guidelines through a Corporate Digital Responsibility (CDR) lens, focusing on CDR Culture, Management Structure, and Digital Governance across the service firm, software provider, and customers/society. It examines how organizational sensemaking processes of creation, interpretation, and enactment are triggered by CA-related issues and events. The research highlights the role of generative AI (GenAI) in implementing CDR factors and responsible CA software development lifecycle phases during development and integration. Guidelines are provided for leveraging GenAI to enhance CDR Culture, incorporate ethical considerations into CDR Management Structure, and enable robust Digital Governance mechanisms to prioritize customer/societal well-being. A multilevel framework illustrates reinforcing the guidelines through organizational sensemaking processes, and fostering responsible CA integration aligned with ethical principles and societal values.</p></div>\",\"PeriodicalId\":48061,\"journal\":{\"name\":\"Organizational Dynamics\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":3.1000,\"publicationDate\":\"2024-04-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://www.sciencedirect.com/science/article/pii/S0090261624000184/pdfft?md5=a4e2d0d2d351674974c877751b16e173&pid=1-s2.0-S0090261624000184-main.pdf\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Organizational Dynamics\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0090261624000184\",\"RegionNum\":4,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"BUSINESS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Organizational Dynamics","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0090261624000184","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0

摘要

负责任地整合聊天机器人等会话代理(CA)对服务公司降低风险、促进积极成果至关重要。本文通过企业数字责任(CDR)视角提供管理指南,重点关注服务公司、软件提供商和客户/社会的 CDR 文化、管理结构和数字治理。文章探讨了与企业数字责任相关的问题和事件是如何触发组织的创造、解释和实施感知过程的。研究强调了生成式人工智能(GenAI)在开发和集成过程中实施 CDR 要素和负责任的 CA 软件开发生命周期阶段中的作用。研究还提供了利用 GenAI 提升 CDR 文化、将伦理因素纳入 CDR 管理结构以及启用强大的数字治理机制以优先考虑客户/社会福祉的指导原则。一个多层次的框架说明了如何通过组织感知过程来加强指导方针,并促进符合道德原则和社会价值观的负责任的 CA 集成。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Generative AI in Responsible Conversational Agent Integration: Guidelines for Service Managers

Responsible integration of conversational agents (CAs) like chatbots is crucial for service firms to mitigate risks and foster positive outcomes. This article provides managerial guidelines through a Corporate Digital Responsibility (CDR) lens, focusing on CDR Culture, Management Structure, and Digital Governance across the service firm, software provider, and customers/society. It examines how organizational sensemaking processes of creation, interpretation, and enactment are triggered by CA-related issues and events. The research highlights the role of generative AI (GenAI) in implementing CDR factors and responsible CA software development lifecycle phases during development and integration. Guidelines are provided for leveraging GenAI to enhance CDR Culture, incorporate ethical considerations into CDR Management Structure, and enable robust Digital Governance mechanisms to prioritize customer/societal well-being. A multilevel framework illustrates reinforcing the guidelines through organizational sensemaking processes, and fostering responsible CA integration aligned with ethical principles and societal values.

求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
CiteScore
4.60
自引率
5.00%
发文量
38
审稿时长
31 days
期刊介绍: Organizational Dynamics domain is primarily organizational behavior and development and secondarily, HRM and strategic management. The objective is to link leading-edge thought and research with management practice. Organizational Dynamics publishes articles that embody both theoretical and practical content, showing how research findings can help deal more effectively with the dynamics of organizational life.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信