Engaged to a Robot? The Role of AI in Service
Abstract
This article develops a strategic framework for using artificial intelligence (AI) to engage customers for different service benefits. This framework lays out guidelines of how to use different AIs to engage customers based on considerations of nature of service task, service offering, service strategy, and service process. AI develops from mechanical, to thinking, and to feeling. As AI advances to a higher intelligence level, more human service...
Paper Details
Title
Engaged to a Robot? The Role of AI in Service
Published Date
Feb 21, 2020
Journal
Volume
24
Issue
1
Pages
30 - 41
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Notes
History