Beyond anthropomorphism: Unraveling the true priorities of chatbot usage in SMEs

• Main Authors: MAKANY, Tamas, ROH, Sungjong, HARA, Kotaro, HUA, Jie Min, GOH, Felicia Si Ying, TEH, Wilson Yang Jie
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2023
• Subjects: business communication; chatbots; interview; qualitative; Small and Medium Enterprise; SME; transcript logs; Business and Corporate Communications; Databases and Information Systems; Numerical Analysis and Scientific Computing
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/7255; https://ink.library.smu.edu.sg/context/lkcsb_research/article/8254/viewcontent/3571884.3604315_pv.pdf
• Institution: Singapore Management University

This study examined business communication practices with chatbots among various Small and Medium Enterprise (SME) stakeholders in Singapore, including business owners/employees, customers, and developers. Through qualitative interviews and chatbot transcript analysis, we investigated two research q...