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Skuridin, Alexander (2024) A new model for chatbot implementation in organisations. PhD thesis, University of Gloucestershire. doi:10.46289/CDYL5750
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16449 Skuridin (2024) A new model for chatbot implementation thesis.pdf - Accepted Version Available under License All Rights Reserved. Download (6MB) | Preview |
Abstract
Chatbots (sometimes just called “bots”) are the subject of much corporate and public interest today. Many enterprises are looking to get started with chatbot development initiatives to improve communication efficiency, as well as reduce operating costs. In recent years, with the development of new technology, chatbots have become more accessible to companies. Leading IT vendors and many smaller technology companies offer a variety of platforms and solutions for quickly building chatbots, but the process of planning, launching and operating bots is still associated with significant risks. This research explores the challenges inherent in chatbot integration projects and identifies key operational factors for successful chatbot projects. Different technology adoption and project management models are examined, analysed and applied in the context of chatbot implementation and, based on an in-depth case study, a new chatbot operational model is formulated to aid the manageability of chatbot implementation in other similar environments. The research philosophy is interpretivist and the research centres on a case study of a chatbot implementation in one of the world's leading steel producers (presented in this research as an alias - ESteelCo). ESteelCo’s global strategy is based on human capital, health and safety, new technology and strong customer focus. The company’s customer orientation includes the ability to respond to the growing needs of steel consumers and investment in customer relationships. This prompted the company to develop a chatbot that can automate some routines and provide a new, modern service that is available 24/7. The ESteelCo case study provided an in-depth inquiry into the complexity of the chatbot implementation phenomenon and facilitated the creation of new knowledge about it. Semi-structured interviews and participant observation provided diverse and complementary research data from which an operational model for chatbot implementation was developed and verified. The model designed in this study can serve as a supportive practical guide for researchers and specialists in the integration of virtual assistants. It is flexible and applicable in a wide range of business contexts. It links strategic business goals with execution steps, and is particularly effective for teams with no experience of chatbot implementation, reducing uncertainty and managing decisions and risks throughout the project lifecycle, thereby increasing the likelihood of project success.
| Item Type: | Thesis (PhD) | |||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business Q Science > QA Mathematics > QA76 Computer software > QA76.9 Other topics > QA76.9.H85 Human-computer interaction |
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| Divisions: | Schools and Research Institutes > School of Business, Computing and Social Sciences | |||||||||
| Depositing User: | Rhiannon Goodland | |||||||||
| Date Deposited: | 29 Jul 2026 14:01 | |||||||||
| Last Modified: | 29 Jul 2026 14:01 | |||||||||
| URI: | https://eprints.glos.ac.uk/id/eprint/16449 |
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