The role of chatbots in end-to-end intelligent automation and future employment dynamics (2021, academic article)

December 6, 2022
< 1 minute

By Sorin Anagnoste

Strategy | Business Models | Tech


Employing automation on cloud, on-premise, or hybridly, companies are shifting their workloads to software robots, thus reshaping the old operating models, reducing toil and creating jobs that are better suited for humans. In this context, the messaging platforms are becoming the dominant communication channel worldwide and, coupled with a raising customer demand for self-services, companies are now able to create internal and external communications with zero necessity for a new user interface. With a market size expected to continually increase in the next years, modern chatbots are impressive facilitators of human-to-robot interaction. The technologies underlying chatbots can provide natural language processing (NLP) and intent recognition, enabling them to surpass language ambiguity and jargon. Furthermore, chatbots can be integrated with common messaging applications (e.g. Messenger, WhatsApp, Slack, Viber), connect to RPA robots and other technologies. Chatbots can create visitor profiles and tailored responses, initiate conversations, have a “personality”, constantly improve, or seamlessly deflect to a human operator. Time is precious, and chatbots can manage an extensive number of operations in much less than a second, bringing cost efficiency, with better internal and/or external customer experience. Nevertheless, either employing a declarative or a conversational chatbot, businesses must select the proper solution for their current and future needs, in order to achieve an adequate return on investment. In this paper we will explore the context of the chatbot market and technologies, with a case study on the effects of chatbot deployment, thus helping organizations take better digital transformation decisions.


Authors: Sorin Anagnoste, Isabelle Biclesanu, Fabrizio D’Ascenzo, Marco Savastano

Read full article

Discover essays:

mini shopping cart

Pioneering Strategies in Retail Settings: An Empirical Study of Successful Practices (2020, academic article)

Abstract Although innovating in the physical stores has become a challenge for retailers, previous studies provided insights based primarily on consumers’ and employees’ acceptance of technology, with limited attention towards specific practices for successful adopting innovations. Starting from a qualitative analysis of pioneering strategies adopted by a sample of 50 (...)

Read more
Business predictions for 2023

Global business predictions for 2023 with local impact

Happy New Year! ?? So many events happen, that sometimes you need to prioritise what’s really important and why. Through the predictions below I want to cover what’s the most relevant for companies and individuals. 1/ Cash is king. The last decade was known as the “decade of free money”. (...)

Read more