为人工智能伴侣赋能，加强关系营销

IF 6.3 2区管理学 Q1 BUSINESS

California Management Review Pub Date : 2023-12-19 DOI:10.1177/00081256231215838

Rijul Chaturvedi, Sanjeev Verma, Vartika Srivastava

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引用次数: 0

摘要

人工智能（AI）伴侣（AC）嵌入了人工同理心，可以为客户创造、沟通和提供价值。本文分析了当前和新兴的人工智能伴侣，以探讨人工智能在改变客户旅程和建立持久客户关系方面的作用。文章还指出了在开发用户-人工智能陪伴方面现有的业务挑战，并提供了一个补救战略矩阵。纯粹的功能或情感能力会导致对伴侣的兴趣随着时间的推移而急剧下降。研究结果表明，有必要设计具有功能、情感和会话能力混合体的整体人工智能，以缓解 "不可思议谷 "问题。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Empowering AI Companions for Enhanced Relationship Marketing

Embedded with artificial empathy, artificial intelligence (AI) companions (ACs) can create, communicate, and deliver value to customers. This article analyzes current and emerging ACs in order to explore AI’s role in transforming customer journeys and establishing long-lasting customer relationships. It also identifies existing business challenges in developing user-AI companionship and offers a remedial strategy matrix. Purely functional or emotional capabilities lead to interest in the companion plummeting with time. The findings reveal the need to design holistic ACs with a hybrid of functional, emotional, and conversational capabilities to mitigate the uncanny valley problem.

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来源期刊

California Management Review Multiple-

CiteScore

18.40

自引率

3.00%

发文量

期刊介绍： California Management Review (CMR) serves as a vital link between academia and management practice, offering leading-edge research with practical applications. Edited at UC Berkeley’s Haas School of Business, CMR covers a wide range of management topics, including innovation, strategy, sustainable practices, and human resources. CMR ranks among the top management journals globally, distributing articles through outlets like Harvard Business School Publishing and SAGE Publishing. Focused on bridging academia and practice, CMR ensures that all articles are based on rigorous academic research while providing actionable insights for managers. In addition to regular issues, CMR publishes special issues and sections on relevant topics, often guest-edited by leading faculty. Recent special issues have covered dynamic capabilities, city innovation, big data, and intellectual property management.