Purpose

This editorial for the 6th World Conference on Production and Operations Management (P&OM) 2022 Special Issue delves into the transformative role of advanced artificial intelligence (AI)-driven chatbots in reshaping operations, supply chain management and logistics (OSCM). It aligns with the conference’s theme of exploring the intersection between P&OM and strategy during the Technological Revolution.

Design/methodology/approach

Utilizing a conceptual approach, this paper introduces the “ERI Framework,” a tool designed to evaluate the impact of AI-driven chatbots in three critical operational dimensions: efficiency (E), responsiveness (R) and intelligence (I). This framework is grounded in disruptive debottlenecking theory and real-world applications, offering a novel structure for analysis.

Findings

The conceptual analysis suggests immediate benefits of chatbots in enhancing decision-making and resource allocation, thereby alleviating operational bottlenecks. However, it sees challenges such as workforce adaptation and potential impacts on creativity and sustainability.

Practical implications

The paper suggests that while chatbots present opportunities for optimizing operational processes, organizations must thoughtfully address the emerging challenges to maintain productivity and foster innovation. Strategic implementation and employee training are highlighted as key factors for successful integration.

Originality/value

Bridging the gap between the burgeoning proliferation of chatbots and their practical implications in OSCM, this paper offers a first perspective on the role of AI chatbots in modern business environments. By providing insights into both the benefits and challenges of chatbot integration, it offers a preliminary view essential for academics and practitioners in the digital age.

中文翻译：

---

“你好，这是你的人工智能副驾驶”——人工智能聊天机器人的操作含义

目的

这篇为第六届世界生产与运营管理大会 (P&OM) 2022 年特刊撰写的社论深入探讨了先进人工智能 (AI) 驱动的聊天机器人在重塑运营、供应链管理和物流 (OSCM) 方面的变革性作用。它与探索技术革命期间 P&OM 与战略之间的交叉点的会议主题相一致。

设计/方法论/途径

本文利用概念方法介绍了“ERI 框架”，该工具旨在评估人工智能驱动的聊天机器人在三个关键操作维度上的影响：效率 (E)、响应能力 (R) 和智能 (I)。该框架基于颠覆性的去瓶颈理论和现实世界的应用，提供了一种新颖的分析结构。

发现

概念分析表明聊天机器人在增强决策和资源分配方面具有立竿见影的好处，从而缓解运营瓶颈。然而，它也看到了劳动力适应以及对创造力和可持续性的潜在影响等挑战。

实际影响

该论文建议，虽然聊天机器人提供了优化运营流程的机会，但组织必须深思熟虑地应对新出现的挑战，以保持生产力和促进创新。战略实施和员工培训被认为是成功整合的关键因素。

原创性/价值

本文弥合了聊天机器人的迅速增长与其在 OSCM 中的实际影响之间的差距，提供了关于人工智能聊天机器人在现代商业环境中的作用的第一个视角。通过深入了解聊天机器人集成的好处和挑战，它为数字时代的学者和从业者提供了至关重要的初步观点。