{"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 , Dominik Mahr , 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 , Dominik Mahr , 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。
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.
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.