A2 Review article, Literature review, Systematic review
Conversational agents in online organization-stakeholder interactions : a state-of-the-art analysis and implications for further research (2020)

Syvänen, S., & Valentini, C. (2020). Conversational agents in online organization-stakeholder interactions : a state-of-the-art analysis and implications for further research. Journal of Communication Management, 24(4), 339-362. https://doi.org/10.1108/JCOM-11-2019-0145

JYU authors or editors

Publication details

All authors or editors: Syvänen, Salla; Valentini, Chiara

Journal or series: Journal of Communication Management

ISSN: 1363-254X

eISSN: 1478-0852

Publication year: 2020

Volume: 24

Issue number: 4

Pages range: 339-362

Publisher: Emerald

Publication country: United Kingdom

Publication language: English

DOI: https://doi.org/10.1108/JCOM-11-2019-0145

Publication open access: Openly available

Publication channel open access: Partially open access channel

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/69761


Purpose – The purpose of this study is to review the extant literature on chatbots and stakeholder interactions
to identify major trends and shed light on knowledge gaps.
Design/methodology/approach – A systematic literature review was conducted combining qualitative and
quantitative approaches. A code book based on early systematic literature reviews was developed and used to
extract information from 62 discrete peer-reviewed English articles. An inductive approach was used to
analyse definitions of chatbots, topics, metrics, perspectives and implications.
Findings – Chatbots have been studied by many different disciplines, but not much from organizational,
stakeholder and corporate communication perspectives. Existing studies focus on the technical developments
of chatbots and chatbot language and conversations skills. Research has remained anchored at the micro-level
understanding of the phenomenon, that is, the nature of chatbots, but has not yet taken into consideration the
meso (organizational) or macro (societal) levels.
Research limitations/implications – This study focused only on academic peer-reviewed papers in
English and excluded conference proceeding, books, book chapters and editorials that may have offered other
important and relevant reflections. The limited number of studies in communication-related disciplines shows
that corporate communication scholars could contribute more to the discussion of chatbot–stakeholder
Originality/value – This is the first research in the field of corporate communication that examines
organizational chatbot–stakeholder interactions. Results of this review offer important information on
chatbots’ organizational capabilities and affordances, which, arguably, must be taken into consideration when
stakeholder engagement strategies are set.

Keywords: organisational communication and public relations; artificial intelligence; systematic reviews

Free keywords: chatbot; systematic literature review; corporate communication; artificial intelligence; organization–stakeholder interactions

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2020

JUFO rating: 1

Last updated on 2022-14-09 at 12:03