Artificial Intelligence along the Customer Journey : A Customer Experience Perspective

Chapter 1. Introduction -- 1. A brief guide to artificial intelligence -- 2. Key artificial intelligence technologies along the customer journey -- 2.1. AI-powered self-service technologies -- 2.2. Chatbots -- 2.3. Voice assistants -- 2.4. Service robots -- 2.5. Augmented reality -- 2.6. Virtual reality -- 3. A new framework for modelling artificial intelligence technologies along the customer journey -- 3.1. Study design and procedure -- 3.2. Study results -- 4. A customer experience perspective on artificial intelligence -- 5. Appendix -- 6. References -- Chapter 2. AI-powered self-service technologies -- 1. Conventional vs. AI-powered SSTs: key characteristics and differences -- 2. AI-based SSTs: the rise of checkout-free and just walk out technologies -- 3. AI-powered self-service technologies along the customer journey: current applications and potential for the future -- 4. Conclusion -- 5. References -- Chapter 3. Chatbots -- 1. What are chatbots and why they are important for customer experience -- 2. The drivers of consumers’ cognitive, affective, and behavioural responses to chatbots -- 2.1 Consumers’ expectations and perceptions of chatbots -- 2.2. How to design chatbots for successful customer experiences: the role of human-like features -- 2.3 Disclosure of chatbot identity -- 3. The impact of chatbots on the customer journey: what we know so far and directions for future research -- 4. Conclusion -- 5. References -- Chapter 4. Voice Assistants -- 1. Drivers of VAs’ adoption -- 2. Privacy concerns as a deterrent of VA adoption -- 3. The impact of voice assistants on the customer journey -- 4. Directions for future research -- 5. Conclusion -- 6. References -- Chapter 5. Robots in Retail -- 1. Service robots and their main characteristics -- 2. When and why do consumers prefer robots over human employees? -- 3. Collaboration between robots and service employees -- 4. Service robots across the customer journey -- 5. Service robots in the face of service failure -- 6. Directions for future research -- 7. Conclusion -- 8. References -- Chapter 6. Augmented Reality -- 1. Augmented reality in advertising: the power of AR in the pre-purchase stage -- 2. Augmented reality in retailing: virtual try-on applications -- 3. Augmented reality in retailing: augmented environments and product presentations -- 4. Directions for the future for augmented reality across the customer journey: business opportunities and avenues for further research -- 5. Conclusion -- 6. References -- Chapter 7. Virtual Reality and the Customer Journey -- 1. The main dimensions of virtual reality -- 2. Virtual reality experiences in the customer journey -- 3. Directions for future research -- 4. Conclusion -- 5. References -- Chapter 8. Conclusions -- 1. References -- Index.