How can chatbots support internal and external communications?
Automated Communication in the form of social bots and chatbots has been increasingly used in the field of corporate communication in recent years.
The following research questions are addressed:
Chatbots are automated interactive systems deployed to hold a conversation with a human user in order to carry out certain tasks. They have the potential to cut costs and make communication far more efficient. Find out more.
Automated communication may also pose a threat, for example if used against companies in the form of social bots. The term social bots denotes accounts on social media sites that automatically post content and aren’t immediately recognizable as not being human. This begs the question of whether social bots are being used to affect communication regarding corporations – perhaps without being noticed. Find out more.
Digitalization has rapidly changed the way we communicate, from traditional letters to the rise of completely digital channels. These days, enterprises’ communication can be totally automated.
Examples for communication via bots
Reeves & Nass (1996): The Media Equation: How People Treat Computers, Television, and New Media like Real People and Places.
Gentsch, P. (2019): AI in Marketing, Sales and Service. How Marketers without a Data Science Degree can use AI, Big Data and Bots.
Bot or not? The facts about platform manipulation on Twitter. blog.twitter.com/en_us/topics/company/2020/bot-or-not.html.