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In recent years, chatbots have positioned themselves as an attractive solution for automating processes within organizations. However, many of these systems fail when it comes to integrating into work environments. As a recent Harvard Business Review article points out, the problem is not merely technological, but profoundly human: \u201cFixing chatbots requires psychology, not technology\u201d (O\u2019Neill, 2025). <\/p>\n
Organizations often implement chatbots hoping to increase productivity and reduce costs. However, when internal users don’t adopt them or distrust them, the return on investment disappears. This rejection is rarely due to technical failures; rather, it stems from a lack of alignment with the team’s culture and habits (O\u2019Neill, 2025). <\/p>\n
In Organizational Change,<\/em> we have found that without a structured change management process, even the best technological tool can end up being forgotten. Human behavior, emotions, culture, and processes are key factors in the adoption of any innovation. <\/p>\n Uno de los errores m\u00e1s comunes es imponer soluciones tecnol\u00f3gicas sin preparar a las personas. El \u00e9xito de un chatbot no depende solamente de su dise\u00f1o funcional, sino de si los usuarios lo perciben como una ayuda real y no como una amenaza o una carga. <\/p>\n Therefore, we propose a people-centered approach:<\/p>\nTechnology is not enough: culture is needed<\/h3>\n