From simple chat bots for customer service to smart assistants like Siri and Cortana as well as AI applications that can hold deceptively real conversations – automated communication can be extremely diverse. In the recent years, they are becoming increasingly important for corporations. Automated communication enables corporations, and especially corporate communications, to use new communication channels to connect with stakeholders and to use a wealth of data to address them more individually.
At the same time, automated communication poses challenges – not only in terms of data protection, transparency and acceptance, but also in terms of employee skills and technical infrastructure.
Stefan Stieglitz will introduce the concept of automated communication and will discuss the types of bots that are particularly relevant for corporate communications. Moreover, he will discuss how automated communication is perceived by stakeholders as well as its ethical and legal implications. The discussion is based on the recent results of a research project on bots in corporate communications.
Stefan Stieglitz is the Head of the Research Group for Professional Communication in Electronic Media/Social Media at the University of Duisburg-Essen.
Furthermore, he is the Director of the Competence Center Connected Organization which aims at intensifying the knowledge transfer between research and the business world. Previously, he held a position as an assistant professor at the University of Münster in the Department of Information Systems. His work focuses on the impact of social media on companies and society. He investigates and develops applications and methods of social media analytics in order to realize empirical research in domains such as marketing, internal corporate communication, and crisis communication.