4The Power of AI-Enabled Chatbots as an Organizational Social Listening Tool
Alvin Zhou, Linjuan Rita Men, and Wan-Hsiu Sunny Tsai
Introduction
In the rapidly evolving digital media landscape, chatbots, a popular artificial intelligence (AI) application, have emerged as a new communication channel that may revolutionize publics’ experience with organizations. Programmed to identify both intellectual and emotional signals, chatbots can be optimized for interactive and empathetic communication, where human feelings, intent, and needs can be recognized and responded to, making them an ideal tool for organizational digital listening (Men et al., 2022b). This chapter explores the potential of social chatbots as a listening ...
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