AI-powered Self-service Technologies

Ada Maria Barone () and Emanuela Stagno ()
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Ada Maria Barone: Goldsmiths, University of London
Emanuela Stagno: University of Sussex

Chapter Chapter 2 in Artificial Intelligence along the Customer Journey, 2023, pp 23-35 from Springer

Abstract: Abstract This chapter provides an overview of how artificial intelligence has reshaped the concept of self-service technologies (SSTs). Specifically, this chapter focuses on the latest developments in no-contact technologies enabled by artificial intelligence and employed in store, namely checkout-free and just walk out technologies. These AI-powered self-service solutions substantially simplify purchases in store by removing the need to go through a lengthy payment process with a human employee or a traditional self-service machine. Therefore, they enable a frictionless and seamless purchase process by revolutionising one key component of the purchase stage of the customer journey. As these AI applications are still underexplored in the literature and little is known about their effect on consumer behaviour, we discuss potential avenues that future research could explore to deepen our understanding of these tools.

Keywords: Self-service technologies; Checkout-free; Just walk out (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-48792-7_2

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DOI: 10.1007/978-3-031-48792-7_2

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