« Je ne comprends pas votre question »

Abstract

—What is the number to contact an HR advisor?” asks Paul to the chatbot.—I don’t understand your question,” replies the chatbot, smiling beatifically.This admission illustrates the difficulty of “intelligent” technical devices to help employees and to understand more widely what characterizes human life situations. But how do these chatbots, developed in companies, constitute new resources for activities? How do they transform work? To answer this question, this article proposes a holistic look at the deployment of chatbots in a large French group - the Company. The survey first explores the context that is pushing manufacturers to innovate at all costs. It then shows how the group’s employees manage to appropriate these technical devices, in a different way than the one planned by the managers and the designers.

Keywords

• Chatbot
• artificial intelligence
• innovation
• work
• use