A Virtual Companion for the Customer – From Conversation to Collaboration
Abstract
In our research we introduce the concept of the virtual companion and show its advantages for the service sector. The virtual companion is a new form of artificial intelligence application enabling a collaborative scenario between humans and information technology and thus makes more personalized services possible. In order to design virtual companions conceptually and detached from the technological implementation, we have developed the Virtual Companion Canvas as a design tool.
Keywords
Virtual Companion; Service Sector; Artificial Intelligence; Human-Technology Collaboration; Virtual Companion Canvas
Cite as
Strohmann, T., & Robra-Bissantz, S. (2020). A Virtual Companion for the Customer — From Conversation to Collaboration. In Bruhn, M., & Hadwich, K. (Eds.), Automatisierung und Personalisierung von Dienstleistungen: Methoden — Potenziale — Einsatzfelder (pp. 253–271). Forum Dienstleistungsmanagement: Vol. 2. Wiesbaden: Springer Fachmedien.Details
Publication type
Research article (book contribution)
Peer reviewed
Yes
Publication status
Published
Year
2020
Book title
Automatisierung und Personalisierung von Dienstleistungen: Methoden – Potenziale – Einsatzfelder
Editor
Bruhn, Manfred; Hadwich, Karsten
Start page
253
End page
271
Volume
2
Title of series
Forum Dienstleistungsmanagement
Publisher
Springer Fachmedien
Place
Wiesbaden
ISSN
2662-3382
ISBN
978-3-658-30168-2
DOI