Augmenting Digital Customer Touchpoints - Best Practices for Transforming Customer Experience Through Conversational AI

The capabilities of artificial intelligence (AI) have passed a tipping point, allowing customers to interact with organizational IT systems using natural language and unstructured text. In particular, conversational AI is transforming customer experience. This article demystifies conversational AI and presents two case studies to describe the success criteria for adoption.

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Year of publication:	2019
Authors:	Kask, Sean ; Fitterer, René ; Anselm, Louis
Published in:	Marketing Review St.Gallen. - ISSN 1865-7516. - Vol. 36.2019, 4, p. 30-35
Publisher:	St.Gallen : Thexis Verlag

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Type of publication:	Article
Type of publication (narrower categories):	Article
Language:	English
Other identifiers:	hdl:10419/276045 [Handle] RePEc:zbw:hsgmrs:276045 [RePEc]
Source:	EconStor

Persistent link: https://www.econbiz.de/10014337530