How can a chatbot support human resource management? Exploring the operational interplay.

Abstract

Chatbots are increasingly taken up to support organizational functions and processes, particularly in support of the Human Resource Management (HRM) function. However, there is a lack of knowledge on the organizational implications of this support – in particular the operational interplay between the chatbot, the HRM function, and the organization at large. In this study, we contribute knowledge to the fields of chatbot research and digital HRM support through interviews with 13 HRM practitioners in organizations that had implemented chatbots to support their function. The findings show that a chatbot may support the HRM function through handling of repetitive inquiries and tailoring of HRM support in response to insights from analysis of chatbot use. At the same time, the chatbot impacts the HRM function in terms of new tasks and competence requirements. The findings also provide insight into characteristics of the organization and the chatbot which may impact uptake and effective use. Based on the findings, we suggest implications for theory and practice and point out future research needs.