The influence of an artificial intelligence chatbot coach assistant on the human coach-client working alliance

Abstract

ABSTRACT Using stand-alone AI chatbot coaches in organisational coaching is becoming a reality promising to democratise, scale and enhance human coaching. However there is limited research on the hybrid use of human and AI coaching. Using the working alliance theory this paper reports on the perceptions of coaches and clients on the use of chatbot-assisted human coaching. In two qualitative studies coaches (study 1) and clients (study 2) were exposed to an AI chatbot coach assistant after which interviews were conducted and data analysed using thematic analysis. Themes were classified using working alliance theory. Coaches were concerned about the chatbot’s potential negative interference in the coach-client relationship. Clients on the other hand described a more synergetic, psychologically safe experience provided the chatbot is endorsed by the human coach. Coaches and clients thought the chatbot was useful for goal tracking, accountability and convenience and stressed as a prerequisite the importance of the chatbot being flexible, reliable and humane. This study provides important initial insights into the under-researched, new frontier of human-AI collaboration in organisational coaching, highlighting the pivotal role of the coach’s attitude towards this technology. This knowledge can help to operationalise the immense potential benefits of AI into organisational coaching practice.