Gartner Research

Pave the Way for AI Adoption, Then Use Chatbots as Trailblazers in Supply Chain Customer Fulfillment

Published: 14 May 2019

ID: G00349775

Analyst(s): Brian Manusama , Simon Bailey


AI techniques are helping leading companies improve customer experience, reduce costs and speed up the order to cash cycle. This research helps supply chain leaders understand the range of AI applications in customer fulfillment. It focuses on chatbots and virtual customer assistants.

Table Of Contents
  • Key Challenges



  • Build Maturity for AI Technique Use in Customer Fulfillment by Partnering With IT and Key Vendors to Build the Foundations Needed to Identify Use Cases and Run Simple Pilots
  • Develop a Roadmap for AI Adoption Using Gartner’s “Sense,” “Think,” “Do” and “Learn” Framework
    • Step 1: Start With the Basics
    • Step 2: Explore Sense; Use AI to Deepen Your Customer Understanding
    • Step 3: Let AI Think; Use AI to Recommend Next, Best Actions and Improve Collaboration
    • Step 4: Do; Evaluate Opportunities to Use AI to Improve Process Mastery
    • Step 5: Learn
  • Maximize the Opportunity of Chatbot Pilot Success by Starting With High-Volume, Simple Tasks

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