Artificial Intelligence along the Customer Journey
portes grátis
Artificial Intelligence along the Customer Journey
A Customer Experience Perspective
Barone, Ada Maria; Stagno, Emanuela
Springer International Publishing AG
12/2024
127
Mole
9783031487941
15 a 20 dias
Descrição não disponível.
Chapter 1. Introduction.- 1. A brief guide to artificial intelligence.- 2. Key artificial intelligence technologies along the customer journey.- 2.1. AI-powered self-service technologies.- 2.2. Chatbots.- 2.3. Voice assistants.- 2.4. Service robots.- 2.5. Augmented reality.- 2.6. Virtual reality.- 3. A new framework for modelling artificial intelligence technologies along the customer journey.- 3.1. Study design and procedure.- 3.2. Study results.- 4. A customer experience perspective on artificial intelligence.- 5. Appendix.- 6. References.- Chapter 2. AI-powered self-service technologies.- 1. Conventional vs. AI-powered SSTs: key characteristics and differences.- 2. AI-based SSTs: the rise of checkout-free and just walk out technologies.- 3. AI-powered self-service technologies along the customer journey: current applications and potential for the future.- 4. Conclusion.- 5. References.- Chapter 3. Chatbots.- 1. What are chatbots and why they are important for customer experience.- 2. The drivers of consumers' cognitive, affective, and behavioural responses to chatbots.- 2.1 Consumers' expectations and perceptions of chatbots.- 2.2. How to design chatbots for successful customer experiences: the role of human-like features.- 2.3 Disclosure of chatbot identity.- 3. The impact of chatbots on the customer journey: what we know so far and directions for future research.- 4. Conclusion.- 5. References.- Chapter 4. Voice Assistants.- 1. Drivers of VAs' adoption.- 2. Privacy concerns as a deterrent of VA adoption.- 3. The impact of voice assistants on the customer journey.- 4. Directions for future research.- 5. Conclusion.- 6. References.- Chapter 5. Robots in Retail.- 1. Service robots and their main characteristics.- 2. When and why do consumers prefer robots over human employees?.- 3. Collaboration between robots and service employees.- 4. Service robots across the customer journey.- 5. Service robots in the face of service failure.- 6. Directions for futureresearch.- 7. Conclusion.- 8. References.- Chapter 6. Augmented Reality.- 1. Augmented reality in advertising: the power of AR in the pre-purchase stage.- 2. Augmented reality in retailing: virtual try-on applications.- 3. Augmented reality in retailing: augmented environments and product presentations.- 4. Directions for the future for augmented reality across the customer journey: business opportunities and avenues for further research.- 5. Conclusion.- 6. References.- Chapter 7. Virtual Reality and the Customer Journey.- 1. The main dimensions of virtual reality.- 2. Virtual reality experiences in the customer journey.- 3. Directions for future research.- 4. Conclusion.- 5. References.- Chapter 8. Conclusions.- 1. References.- Index.
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
AI technologies;sensory marketing;chatbots;Customer journey;virtual reality
Chapter 1. Introduction.- 1. A brief guide to artificial intelligence.- 2. Key artificial intelligence technologies along the customer journey.- 2.1. AI-powered self-service technologies.- 2.2. Chatbots.- 2.3. Voice assistants.- 2.4. Service robots.- 2.5. Augmented reality.- 2.6. Virtual reality.- 3. A new framework for modelling artificial intelligence technologies along the customer journey.- 3.1. Study design and procedure.- 3.2. Study results.- 4. A customer experience perspective on artificial intelligence.- 5. Appendix.- 6. References.- Chapter 2. AI-powered self-service technologies.- 1. Conventional vs. AI-powered SSTs: key characteristics and differences.- 2. AI-based SSTs: the rise of checkout-free and just walk out technologies.- 3. AI-powered self-service technologies along the customer journey: current applications and potential for the future.- 4. Conclusion.- 5. References.- Chapter 3. Chatbots.- 1. What are chatbots and why they are important for customer experience.- 2. The drivers of consumers' cognitive, affective, and behavioural responses to chatbots.- 2.1 Consumers' expectations and perceptions of chatbots.- 2.2. How to design chatbots for successful customer experiences: the role of human-like features.- 2.3 Disclosure of chatbot identity.- 3. The impact of chatbots on the customer journey: what we know so far and directions for future research.- 4. Conclusion.- 5. References.- Chapter 4. Voice Assistants.- 1. Drivers of VAs' adoption.- 2. Privacy concerns as a deterrent of VA adoption.- 3. The impact of voice assistants on the customer journey.- 4. Directions for future research.- 5. Conclusion.- 6. References.- Chapter 5. Robots in Retail.- 1. Service robots and their main characteristics.- 2. When and why do consumers prefer robots over human employees?.- 3. Collaboration between robots and service employees.- 4. Service robots across the customer journey.- 5. Service robots in the face of service failure.- 6. Directions for futureresearch.- 7. Conclusion.- 8. References.- Chapter 6. Augmented Reality.- 1. Augmented reality in advertising: the power of AR in the pre-purchase stage.- 2. Augmented reality in retailing: virtual try-on applications.- 3. Augmented reality in retailing: augmented environments and product presentations.- 4. Directions for the future for augmented reality across the customer journey: business opportunities and avenues for further research.- 5. Conclusion.- 6. References.- Chapter 7. Virtual Reality and the Customer Journey.- 1. The main dimensions of virtual reality.- 2. Virtual reality experiences in the customer journey.- 3. Directions for future research.- 4. Conclusion.- 5. References.- Chapter 8. Conclusions.- 1. References.- Index.
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
