Abbott Po Shun Chen
ABSTRACT
Artificial intelligence has been changing our lives with the evolution of the times. Although human wisdom brings convenience, the use of conversational artificial intelligence by organizations will expand the scope of their operations. This will give the organization sufficient resources to reduce operating costs and time. On the other hand, conversational artificial intelligence is one of the important dynamic capabilities of organizations and will also allow organizations to respond quickly to market needs. This study examines usage, resilience, and agility in conversational AI. Based on the experience of 132 organizational information personnel, this study used questionnaires, surveys, and statistical analysis. The results show that conversational AI use is related to organizational agility. This dynamic capability will be related to organizational resilience. In conversational artificial intelligence, dynamic capabilities theory can be applied. High organizational resilience will allow organizations to respond quickly to needs when using conversational artificial intelligence. In practical applications, when organizations use conversational AI, they need to consider the breadth of resources generated and use it as an option to make contributions.
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Index Terms
- Using Conversational AI to Service Organizational Agility and Flexibility: The Dynamic Capability and Option View
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