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.

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Dec 11th, 12:00 AM

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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