Lessons Learned from Implementing Conversational AI in Ecommerce in the GCC

Executive Snapshot

• Figure: Executive Snapshot: Lessons Learned from Implementing Conversational AI in eCommerce in the GCC

Situation Overview

• Conversational AI Best Practices

• Driving Customer Service Innovation: Safe and Secure Customer-Intent Fulfillment

• Organization-Wide Alignment with Revised Processes, Goals, and KPIs

• Adopting a Strong Project Governance Mechanism and a Phased Implementation Approach

• A Process for Maintaining the AI Platform, and Experimenting on AI Technologies

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• Understanding the Communication Preferences of Different Customers

• Implementing a Change-Management Strategy and Governance Mechanism

• Taking a Phased Approach to Implementation

• Implementing a Continuous Improvement Process to Manage the Model

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• Related Research

• Synopsis