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

Summary

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

Introduction

Analysis

  • 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

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.