Learning in the infancy of virtual agents

Mattias Fras, Gustav Rudolfsson and Kristina Grönvall

Journal of Digital Banking, 2019, vol. 3, issue 4, 295-306

Abstract: This paper shares learnings from the early stages of virtual agent (VA) implementation. While the paper presents hands-on practical insights and highlights areas to consider when building a VA, it will mainly discuss two issues. The first is the importance of getting started, because it is not until then that one truly begins to get the required learnings and insights to continue to develop and work with VAs. The second is the fact that although it is a new and hyped AI technology, the true value of implementing a successful VA comes from having the right people and capabilities involved to build a trusted experience. No one really knows how customers will use VAs in future, but most likely they will be differentiated in a way that suits the individual’s preferences.

Keywords: virtual agents; chatbot; Nova (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jdb000:y:2019:v:3:i:4:p:295-306

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