The Future of Teamwork: Leveraging AI-Based Chatbots to Enhance Organizational Collaboration

Teamwork is at the heart of most organizations today. Many organizations (four in five) have begun to use Enterprise Social Media (ESM) platforms in an attempt to increase the effectiveness of communication and collaboration between their employees. Yet, many challenges remain, such as the lack of engagement with ESM as well as the lack of adequate support of ESM for collaborative work. This research project aims to map out the challenges associated with team communication and collaboration in the context of ESM and leverage Artificial Intelligence (AI)-based chatbots to enhance such team communication and collaboration in organizations. Based on the analysis of an extensive ESM dataset, we identify opportunities for chatbots to support team communication and collaboration activities. Subsequently, we design, develop, and implement chatbots for these activities and integrate them into an ESM-based system. Finally, we analyze how these chatbots affect team communication and collaboration in ESM and, in turn, various individual, team-level, and ultimately organizational-level outcomes. Our research project will generate novel findings on how companies can leverage AI technology in the context of ESM platforms and provide design guidelines for chatbots that support team communication and collaboration.

Faculty Supervisor:

Wietske Van Osch;Constantinos Coursaris

Student:

Partner:

Karlsruher Institut für Technologie

Discipline:

Business

Sector:

Education

University:

HEC Montréal

Program: