How does artificial intelligence create business agility? Evidence from chatbots

作者：

Highlights：

• This study attempts to conceptualize AI-enabled agility via a close look at chatbots.

• We theorize chatbot-enabled agility as internal and internal agility based on literature.

• Internal and external chatbot agility are positively related to customer service performance.

• We identify the antecedents of chatbot-enabled agility from a use perspective.

• Routine and innovative uses of chatbots are positively related to internal and external agility.

摘要

•This study attempts to conceptualize AI-enabled agility via a close look at chatbots.•We theorize chatbot-enabled agility as internal and internal agility based on literature.•Internal and external chatbot agility are positively related to customer service performance.•We identify the antecedents of chatbot-enabled agility from a use perspective.•Routine and innovative uses of chatbots are positively related to internal and external agility.

论文关键词：Artificial intelligence,Chatbot,Customer service,Agility,Routine use,Innovative use,Dynamic capabilities

论文评审过程：Received 27 May 2021, Revised 26 May 2022, Accepted 27 May 2022, Available online 13 June 2022, Version of Record 13 June 2022.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2022.102535