Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/276045 
Year of Publication: 
2019
Citation: 
[Journal:] Marketing Review St.Gallen [ISSN:] 1865-7516 [Volume:] 36 [Issue:] 4 [Year:] 2019 [Pages:] 30-35
Publisher: 
Thexis Verlag, St.Gallen
Abstract: 
The capabilities of artificial intelligence (AI) have passed a tipping point, allowing customers to interact with organizational IT systems using natural language and unstructured text. In particular, conversational AI is transforming customer experience. This article demystifies conversational AI and presents two case studies to describe the success criteria for adoption.
Document Type: 
Article

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