Paper Number
2566
Paper Type
Completed
Description
Conversational AI offers novel opportunities for companies to automate customer interactions. However, many companies grapple with effectively implementing conversational AI. Utilizing an engaged, consortium-based research approach, we examine the unique challenges faced by six companies in the insurance and banking sector while implementing conversational AI solutions and identify best practices to address these challenges. Finally, drawing upon the lessons learned, we offer guidance for developing conversational AI capabilities and fostering conversational AI success stories.
Recommended Citation
Schmitt, Kevin; Zierau, Naim; and Blohm, Ivo, "Challenges and Good Practices in Conversational AI-Driven Service Automation" (2023). ICIS 2023 Proceedings. 9.
https://aisel.aisnet.org/icis2023/practitioner/practitioner/9
Challenges and Good Practices in Conversational AI-Driven Service Automation
Conversational AI offers novel opportunities for companies to automate customer interactions. However, many companies grapple with effectively implementing conversational AI. Utilizing an engaged, consortium-based research approach, we examine the unique challenges faced by six companies in the insurance and banking sector while implementing conversational AI solutions and identify best practices to address these challenges. Finally, drawing upon the lessons learned, we offer guidance for developing conversational AI capabilities and fostering conversational AI success stories.
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Comments
23-Practitioner