Samenvatting

There is a lack in researching chatbots in terms of organizational boundaries and on stakeholder perspective regarding the feelings of end users toward the interactions for corporate communications (Syvänen and Valentini in J. Commun. Manag. 24:339–362, 2020). Mainly, chatbots are being used to assist stakeholders in various business processes but none have been created to manage online reviews and to consequently study its performance. This research explores the reputation of companies from online reviews to build a chatbot that will increase the interaction between multiple stakeholders and the company. Based on data collected from reviews, the chatbot will assist stakeholders in the process, such as managing positive or negative comments in evaluations, to improve stakeholders’ perception of the company. In addition, the data that are harvested and collected from the reviews will be used to populate an ontology that is based on the corporate reputation domain. The aim of our research is to implement an online-review-assistant solution for a company where the data collected from online reviews will serve as knowledge for the chatbot to improve the reviewer’s interaction with the company.