AI in the Workplace: the Study of Employee Perspectives Toward a Chatbot Usage and Trust
Tran, Khuong Uyen Quynh (2024)
Tran, Khuong Uyen Quynh
2024
Tietojenkäsittelyopin maisteriohjelma - Master's Programme in Computer Science
Informaatioteknologian ja viestinnän tiedekunta - Faculty of Information Technology and Communication Sciences
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Hyväksymispäivämäärä
2024-12-11
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tuni-2024112710549
https://urn.fi/URN:NBN:fi:tuni-2024112710549
Tiivistelmä
Artificial Intelligence (AI) continues to evolve in the era of digital transformation. Organizations are on track to expedite operations, elevate service excellence and streamline employee experience through the adoption of AI. Given the scenario of the future workplace will involve not only human collaboration but also human-AI collaboration, this study attempts to gain an understanding of the ideal interaction styles and characteristics for chatbots when they serve as virtual assistants in the workplace. Besides, the study examines the factors influencing trust in the use of an AI chatbot, as well as employees' perceptions of its usefulness as a design system assistant.
Using the Research –through Design (RtD) research approach, the study explored the development and implementation of a chatbot designed to provide guidance on the design system in a software organization in Finland. The research included three key phases: semi-structured interviews, the development of a GPT-3.5 Turbo-integrated chatbot, and subsequent user testing. Based on insights gathered from the literature review and user feedback, the study also formulated a series of recommendations for effective chatbot implementation and a structured design process for developing chatbots in the workplace.
The study findings indicate that chatbots intended for workplace usage should possess neutral yet friendly communication styles without needing distinct personalities or characteristics. These chatbots should ensure the comprehension of user input by facilitating meaningful conversations with concise and purposeful messages. Particularly, generic-level guidance was found to be helpful for novice users, while returning and experienced ones preferred more detailed, personalized responses. In addition, the findings provide insights into employees’ perceived usefulness of chatbots based on factors such as ease of use, the continuous updating of knowledge-based data, and improvements in chatbot intelligence. The study also highlights that the chatbot’s workplace usefulness is based on the response’s quality, not friendliness or empathy. Moreover, enhancing the error-handling capabilities of chatbots can motivate their usage in the workplace.
Overall, this research contributes to the existing literature on the usage of chatbots in the workplace, as well as the dynamics of human-chatbot interaction in professional settings. The findings shed light for further studies on maximizing the chatbot’s organizational benefits while positioning it as a supportive team member rather than an unnecessary tool.
Using the Research –through Design (RtD) research approach, the study explored the development and implementation of a chatbot designed to provide guidance on the design system in a software organization in Finland. The research included three key phases: semi-structured interviews, the development of a GPT-3.5 Turbo-integrated chatbot, and subsequent user testing. Based on insights gathered from the literature review and user feedback, the study also formulated a series of recommendations for effective chatbot implementation and a structured design process for developing chatbots in the workplace.
The study findings indicate that chatbots intended for workplace usage should possess neutral yet friendly communication styles without needing distinct personalities or characteristics. These chatbots should ensure the comprehension of user input by facilitating meaningful conversations with concise and purposeful messages. Particularly, generic-level guidance was found to be helpful for novice users, while returning and experienced ones preferred more detailed, personalized responses. In addition, the findings provide insights into employees’ perceived usefulness of chatbots based on factors such as ease of use, the continuous updating of knowledge-based data, and improvements in chatbot intelligence. The study also highlights that the chatbot’s workplace usefulness is based on the response’s quality, not friendliness or empathy. Moreover, enhancing the error-handling capabilities of chatbots can motivate their usage in the workplace.
Overall, this research contributes to the existing literature on the usage of chatbots in the workplace, as well as the dynamics of human-chatbot interaction in professional settings. The findings shed light for further studies on maximizing the chatbot’s organizational benefits while positioning it as a supportive team member rather than an unnecessary tool.