From Rule-Based Bots to AI Agents in B2B SaaS: A Study on Customer Experience Pathways

Authors

Subisha K R, Indian Institute of Technology MadrasFollow
Revanth Kausikan, Indian Institute of Technology MadrasFollow
Saji K Mathew, Indian Institute of Technology MadrasFollow
Ulrich Gnewuch, University of PassauFollow

Comments

TPP-1242

Recommended Citation

K R, Subisha; Kausikan, Revanth; Mathew, Saji K; and Gnewuch, Ulrich, "From Rule-Based Bots to AI Agents in B2B SaaS: A Study on Customer Experience Pathways" (2025). TREO (Technology, Research, Education, and Opinion) Talks. 152.
https://aisel.aisnet.org/treos_icis2025/152