Challenges and Good Practices in Conversational AI-Driven Service Automation

Type
conference paper
Date Issued
2023-12
Author(s)
;
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Abstract
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.
Language
English (United States)
Keywords
Conversational AI
Service Automation
Challenges
Good Practices
Event Title
ICIS 2023 RISING LIKE A PHOENIX: EMERGING FROM THE PANDEMIC AND RESHAPING HUMAN ENDEAVORS WITH DIGITAL TECHNOLOGIES
Event Location
Hyderabad, India
Event Date
10.12.2023 - 13.12.2023
Official URL
URL