ABSTRACT
Customers are used to having access to services at all times through digital channels. Applications exist for almost everything, and the expectation is to get the results faster and more easily than ever before. Artificial intelligence enables service providers to understand their customers better through available data and customer input, to provide the right solution in the user’s current context and to communicate the delivered service in the right way considering the needs of the customer. Using spoken or written language, an artificial intelligence (AI) assistant can function as a convenient and intelligent interaction point with a complex service ecosystem by orchestrating service solutions for the customer. This chapter describes how artificial intelligence can be used in designing AI assistants and automating interactions with complex service ecosystems. The research draws on five use cases, data from which is analysed to identify the key success factors in designing AI assistants.
