EFFECTIVE STRATEGIES FOR IMPLEMENTING AI-POWERED IT SELF-HELP CHATBOTS

Abstract

This systematic literature review explores effective strategies for implementing AI-powered IT self-help chatbots, addressing the growing demand for efficient IT support solutions in organisational settings. The study synthesises findings from 35 peer-reviewed articles published over the last five years, focusing on the classification of chatbot interventions based on design, technology, and access limitations. The review identifies five primary strategies for successful implementation: preparing the implementation environment, conducting systematic development, creating comprehensive knowledge bases, implementing change management, and evaluating effectiveness. Each strategy is further delineated into 29 specific sub-strategies, encompassing stakeholder analysis, training approaches, user interface testing, and effectiveness monitoring. Key findings indicate that AI-powered chatbots can significantly enhance user satisfaction, reduce waiting times, and improve overall service efficiency. However, challenges such as user resistance, technical constraints, and the need for continuous improvement are highlighted as critical factors influencing successful deployment. This research provides valuable insights for organisational decision-makers, chatbot developers, and user experience researchers, emphasising the importance of a structured approach to chatbot implementation to foster user acceptance and sustained usage.