Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail

Kamoonpuri, Sana Zehra; Sengar, Anita

doi:10.1016/j.jretconser.2023.103258

Cited by 41 publications

(10 citation statements)

References 80 publications

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“…Despite clear advantages, the automation of virtual influencers is linked to several negative issues. Most importantly, many consumers currently feel uncomfortable about engaging in communications led by AI technologies (Kamoonpuri and Sengar, 2023; Rajaobelina et al , 2021). This means brands might miss out on the opportunities to reach out to and connect with prospective consumers when leveraging virtual influencers.…”

Section: Virtual Influencersmentioning

confidence: 99%

Virtual influencer marketing: the good, the bad and the unreal

Mouritzen,

Penttinen,

Pedersen

2023

EJM

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Purpose The purpose of this paper is to conceptualize virtual influencer marketing, outlining the opportunities and dangers associated with using virtual influencers in social media marketing communications. Design/methodology/approach Drawing on the literature addressing influencer marketing and interactions between consumers and technologies, this paper introduces the landscape of virtual influencer marketing. Findings This paper distinguishes virtual influencers from real-life influencers and related digital characters. It further defines four unique elements attributed to virtual influencers: customization, flexibility, ownership and automation. Finally, it introduces a taxonomy for virtual influencers. Research limitations/implications The conceptualization of virtual influencer marketing contributes to advancing the understanding of the (virtual) influencer marketing landscape. Practical implications This paper suggests that brands need to carefully evaluate the different characteristics of virtual influencers, when deciding to leverage them in social media marketing communications. It also provides guidelines for working with virtual influencers in marketing campaigns targeted at consumers. Social implications This paper discusses ethical and social implications for brands and consumers that interact with virtual influencers in the encounter between reality and virtuality. Originality/value This paper makes three contributions. First, it conceptualizes virtual influencer marketing by defining and critically evaluating the key characteristics attributed to virtual influencers. Second, it offers a 2 × 2 taxonomy of virtual influencers, grounded in research on anthropomorphism and reality–virtuality. Third, this paper reflects on the opportunities and dangers associated with virtual influencer marketing, outlining avenues for future research.

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Section: Virtual Influencersmentioning

confidence: 99%

Virtual influencer marketing: the good, the bad and the unreal

Mouritzen,

Penttinen,

Pedersen

2023

EJM

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“…Virtual humans have become a new application in brand marketing, bringing more exposure and marketing effectiveness to brands. Brands create virtual humans to present brand images and product features, providing consumers with a more visual, vivid, and three-dimensional marketing effect [96]. Virtual humans offer the promise of personalized shopping experiences and 24/7 online services that can reduce human workload and provide seamless customer experience.…”

Section: ) Virtual Human Applications In the Retail Sectormentioning

confidence: 99%

Virtual Human: A Comprehensive Survey on Academic and Applications

Cui,

Liu

2023

IEEE Access

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As a creative method for virtual human individuals based on multiple fusion technologies such as artificial intelligence, computer graphics, and speech synthesis, virtual human technology has developed rapidly since its birth, and continuous discussions and studies have been conducted in both academia and industry. Starting from the film and television industries, the cross-disciplinary application of virtual human has been continuously recognized and applied in fields such as media, games, and finance. Although virtual human has achieved sufficient development and innovation, it faces many challenges such as emotion recognition, privacy, and security, as well as the uncanny valley effect. This article starts with the development history of virtual human and analyzes the current academic research status and application scenarios in combination with the characteristics, technical architecture, and application of virtual human technology. At the same time, this article sorts out seven mainstream application scenarios of virtual human and analyzes their main advantages and possible future challenges. This article provides a valuable reference for subsequent related research by exploring development trends, application fields, and future research trends in virtual human.

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“…Según Kotler y Armstrong (2018), "el servicio al cliente es la capacidad de la empresa para proporcionar el servicio esperado por el cliente, satisfacer sus necesidades y superar sus expectativas" [4]. Asimismo, Parasuraman, Zeithaml y Berry (1985) definieron el servicio al cliente como "el conjunto de actividades diseñadas para mejorar el nivel de satisfacción del cliente, incluyendo la atención al cliente, la resolución de problemas y el seguimiento de los clientes después de la venta" [4].…”

Section: Servicio Al Clienteunclassified

El impacto de la Inteligencia Artificial en la mejora de la atención al cliente: Una revisión sistémica

Rojas Ahumada,

López Zavaleta,

Mendoza de los Santos

2023

Innov. softw.

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La Inteligencia Artificial (IA) está ganando una importancia creciente en el sector del servicio al cliente, permitiendo automatizar procesos y mejorar la eficacia de las interacciones con los clientes. Esta revisión sistemática tiene como objetivo explorar de cómo se está utilizando la IA en el servicio de atención al cliente, identificar las limitaciones y ventajas de la implementación de la IA y analizar cómo influyen en la satisfacción del cliente, la recolección de literatura y selección se utilizó las pautas de la metodología PRISMA. A medida que la IA se ha convertido en una tecnología cada vez más relevante en el ámbito del servicio al cliente, es esencial examinar de manera sistemática su influencia en este contexto específico. Se encontró en que sectores se está utilizando más la IA en la atención al cliente y se presentarán las perspectivas futuras de esta tecnología en el servicio al cliente. Se pudo concluir que los chatbots son una de las aplicaciones más utilizadas en la atención al cliente para brindar respuestas rápidas y efectivas a las consultas de los usuarios. Sin embargo, es importante considerar los beneficios y limitaciones de esta tecnología, así como la importancia de la interacción humana en la satisfacción del cliente.

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Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail

Cited by 41 publications

References 80 publications

Virtual influencer marketing: the good, the bad and the unreal

Virtual influencer marketing: the good, the bad and the unreal

Virtual Human: A Comprehensive Survey on Academic and Applications

El impacto de la Inteligencia Artificial en la mejora de la atención al cliente: Una revisión sistémica

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