Chatbots in paradigm shifting for improving gig workers’ labor conditions

In the field of gig work and digital platforms, this article aims to investigate the improvement of workers’ working conditions through the strategic implementation of chatbots. Using the resources of artificial intelligence, the study explores how chatbots could work in favor of platform workers, in the opposite direction to the current application of algorithmic management and its tools, such as recommendation algorithms, used for the unilateral purpose of potential increased profit by platforms. After problematizing the gaps that are harmful to platform workers when interacting with them in their daily work routine, an empirical typology of chatbots adjustable to the presupposed needs is suggested. These AI-driven chatbots, functioning as virtual advisors, not only tailor recommendations based on individual skills and preferences but also serve as immediate channels for answering queries. The expected results highlight a potential transformative impact on worker satisfaction, task efficiency and general well-being, portraying the integration of chatbot technology as a promising path to promoting a more humane and supportive work environment.