Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service

While chatbots have become an important part of customer service operations, there is a knowledge gap concerning organizational aspects chatbot implementation and management. In response to this gap, we present study factors affecting successful implementation. The involved six organizations that had implemented for within the last three years. Interviews were conducted with project owners, managers, developers, personnel – total 14 interviews. Through thematic analysis, five detailed as implementation: (1) work team organization, (2) change management, (3) competencies competency acquisition, (4) resources, (5) performance measures. We also findings on organizations' motivations key success criteria Based summarize implications theory practice point out directions future research.