Chatbots Assisting German Business Management Applications

Florian Steinbauer, Roman Kern, Mark Kröll

Research output: Chapter in Book/Report/Conference proceedingConference paperpeer-review


In most companies Business-Management software has become omnipresent in recent years. These systems have been introduced to streamline productivity and handle data in a more centralized fashion. Yet, these systems are often modelled by complex processes which makes navigating through them a challenging task. In this work, we introduce a text-based chatbot to a mid-sized Austrian company to facilitate the interaction with these software solutions and thus support them in managing their customer relationships. To learn more about positive as well as negative effects the chatbot has on the employees, we conduct a technical as well as an empirical evaluation. We, for instance, hypothesize that younger staff, who grew up with computers and smart phones, are more open to the conversational system than older employees. We implement a customized solution which integrates seamlessly into the company's system. The implementation process is informed by related work on Customer-Relationship-Management software, structures of a conversation as well as the typical architecture of a chatbot. In the technical evaluation, objective metrics such as average response time were measured. For the empirical evaluation, a questionnaire was sent out to 15 participating employees asking about subjective metrics such as task ease or user experience. In sum, employees were satisfied with Usage, Interaction Pace and System Response.
Original languageEnglish
Title of host publicationAdvances and Trends in Artificial Intelligence. From Theory to Practice
EditorsF. Wotawa, G. Friedrich, I. Pill, R. Koitz-Hristov, M. Ali
Place of PublicationCham
Number of pages12
ISBN (Electronic)978-3-030-22999-3
ISBN (Print)978-3-030-22998-8
Publication statusPublished - 2019
Event32nd International Conference on Industrial, Engineering & Other Applications of Applied Intelligent Systems - Graz, Austria
Duration: 9 Jul 201911 Jul 2019

Publication series

Name Lecture Notes in Computer Science


Conference32nd International Conference on Industrial, Engineering & Other Applications of Applied Intelligent Systems
Abbreviated titleIEA/AIE 2019

Cite this