Design Knowledge for the Lifecycle Management of Conversational Agents

Organizations spend extensive resources on artificial intelligence (AI) solutions in customer service in order to remain customer-focused and competitive. A rising language-based application of AI emerges in the context of conversational agents (CAs), such as chatbots, which represent increasingly intelligent, autonomous, scalable, and cost-effective service platforms. However, AI-based CAs bring new organizational challenges. They are underrepresented in current research, leading to many unanswered questions and research potential regarding the management of their introduction, operation, and improvement. To address this issue, we provide design knowledge that considers the organizational perspective of CAs. Therefore, we conducted a systematic literature review (SLR) and qualitative interview study to reveal and analyze individual issues and challenges, develop meta-requirements, and finally, use them to create design principles. We contribute to the emerging field of CAs that has previously focused mainly on the individual, behavioral, interactional, or technical design

A Development Method for the Conceptual Design of Multi-View Modeling Tools with an Emphasis on Consistency Requirements

The main objective of this thesis is to bridge the gap between modeling method experts on the one side and tool developers on the other. More precisely, the focus is on the specification of requirements for multi-view modeling tools. In this regard, the thesis introduces a methodological approach that supports the specification of conceptual designs for multi-view modeling tools in a stepwise manner: the MuVieMoT approach. MuVieMoT utilizes generic multi-view modeling concepts and the model-driven engineering paradigm to establish an overarching specification of multi-view modeling tools with an emphasis on consistency requirements. The approach builds on and extends the theoretical foundation of metamodeling and multi-view modeling: generic multi-view modeling concepts, integrated multi-view modeling approaches, and possibilities for formalized modeling method specifications. Applicability and utility of MuVieMoT are evaluated using an illustrative scenario, therefore specifying a conceptual design for a multi-view modeling tool for the Semantic Object Model enterprise modeling method. The thesis moreover introduces the MuVieMoT modeling environment, enabling the efficient application of the approach as well as the model-driven development of initial multi-view modeling tools based on the conceptual models created with MuVieMoT. Consequently, the approach fosters an intersubjective and unambiguous understanding of the tool requirements between method experts and tool developers

A Comparative Analysis of Selected Enterprise Modeling Approaches

International audienceComplexity inherent to the management of organizational action recommends the use of instruments that support the structured description and analysis of organizations. A variety of enterprise modeling (EM) methods have been developed to serve these purposes. To contribute to the elucidation of their conceptual differences, overlaps, and focal points, this paper analyzes four selected EM methods based on a designed analysis framework. It includes an assessment of the methods’ key goals and purposes, central assumptions, and concepts. The paper concludes with a suggestion of future research topics