Conversational AI Playbook

Roadmap for Conversational AI

Owing to the technological development and changes in the customer

behaviour, e-commerce has developed over different levels of maturity in

recent years. The challenge for companies is to recognise relevant technological and market trends and assess them accordingly.

Companies are currently facing the challenge of achieving the next level

of maturity—so-called Conversational Commerce. This level of maturity

seems desirable at present because current trends could revolutionise the

sales sector. This means that those who proceed slowly with the implementation of Conversational Commerce could lose customers to competitors. On

the other hand, companies could, for example, benefit from public attention

by incorporating bots at an early stage (Fig. 4.8).

Thereby, the leap to Conversational Commerce does not represent a gradual, but a fundamental advancement of e-commerce. This is not only about

another voice-controlled touch point. It is much rather about a new ecosystem which automatically initiates and coordinates ordering processes driven

by customers and situations. Intelligent assistants either follow the instructions of consumers or recognise the need to take action by themselves, e.g.

reordering of detergents or travel booking according to the appointments

diary.

However, it is also decisive that the transition to Conversational

Commerce is well thought out and planned. One possibility to do this sys-

tematically is the DM3 model presented in Part II AI Business: Framework

and Maturity Model

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Possible Limitations of AI-Based Bots

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What is Machine Learning

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As a matter of principle, when it comes to data protection, a differentiation must be made between personal data and data involving companies. As soon as inferences can be made to a specific individual and single data levels are being worked at, a moment has to be taken to consider: What is being processed? Is there already a business relationship? Which permissions or legal consent elements are at hand? Customer data may not be collected without permission and may also not be resold. Anybody who acts carelessly here can quickly render themselves liable to prosecution. In principle, the following applies however: Almost anything is possible with the customer’s consent. This is the reason why Facebook can act with the data to such an extent, because consent has been given, even if only few users have probably fully read and understood the Terms of Use. Likewise, a relatively far-reaching data processing in the scope of an ongoing customer relationship under the motto “for our own p...

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