Capitalize on AI: Bridging the Gap Between Complex Products and Customers’ RequirementsJohn McCarthy Stage
The identification of appropriate solutions in a world of products with increasing complexity, fuzzy customer requirements and fast-moving competitors is a really challenging task. A new approach is needed to provide an intuitive access to complex products and services for customers as well as for sales representatives. Knowledge-based AI meets these requirements by allowing a flexible mapping of product, marketing and sales knowledge to the formal representation of a knowledge base. The system can assist customers, product managers and sales representatives by guaranteeing the consistency and appropriateness of proposed solutions, identifying additional selling opportunities and by providing intelligent explanations for identified results. Using examples from the manufacturing industries we show how constraint satisfaction, model-based diagnosis, personalization and intuitive knowledge acquisition techniques support the effective implementation of customer-oriented sales dialogs.