How to design a value-based Chatbot for the manufacturing industry: An empirical study of an internal assistance for employees

Abstract With regard to AI as a key technology, this scientific paper deals with the identification of user drivers on the purchase decision of a cooperative AI (as explainable AI—XAI), as well as the analysis of the willingness to pay in the context of value-based pricing. Besides the economic dimension with regard to usefulness and usability of the system, the focus is mainly on the (innovative) explainable character. The analysis is carried out by a choice-based conjoint analysis (CBC) using the example of an intelligent assistance system for employees that supports internal business processes and workflows in business organizations. For this purpose, fictitious purchase offers were created under which decision-makers in manufacturing business organizations in Germany made simulated purchase decisions. The analysis shows that the target group attach great utility value to transparency in the sense of explanatory content, in addition to a high degree of interactivity and a high level of reliability.