Generative AI in Responsible Conversational Agent Integration: Guidelines for Service Managers
本文从企业数字责任视角，为服务经理提供将生成式AI负责任地集成到对话代理中的指南，涵盖文化、管理结构和数字治理，并强调组织意义建构过程的作用。
Responsible integration of conversational agents (CAs) like chatbots is crucial for service firms to mitigate risks and foster positive outcomes. This article provides managerial guidelines through a Corporate Digital Responsibility (CDR) lens, focusing on CDR Culture, Management Structure, and Digital Governance across the service firm, software provider, and customers/society. It examines how organizational sensemaking processes of creation, interpretation, and enactment are triggered by CA-related issues and events. The research highlights the role of generative AI (GenAI) in implementing CDR factors and responsible CA software development lifecycle phases during development and integration. Guidelines are provided for leveraging GenAI to enhance CDR Culture, incorporate ethical considerations into CDR Management Structure, and enable robust Digital Governance mechanisms to prioritize customer/societal well-being. A multilevel framework illustrates reinforcing the guidelines through organizational sensemaking processes, and fostering responsible CA integration aligned with ethical principles and societal values.