Integrating Virtual Assistant Technology into omni-channel processes

Abstract

The purpose of the study was to examine Virtual Assistant Technology and to identify certain advantages and disadvantages in integrating such a technology into omni-channel processes in the case of some already existing examples of companies using Virtual Assistants.

The study investigated how the Virtual Assistant Technology could help to make a business process more profitable in the omni-channel model from the customer’s and company’s perspective. This thesis also gave in-depth analysis of the benefits from using Virtual Assistants.

The thesis was divided into three major parts. The first regards to the evolution of logistics approaches towards omni-channel model of doing business. The second is dedicated to the essence of Virtual Assistant Technology and types of these agents. The third part concerns about current situation on the market and the challenges and perspectives of introducing Virtual Assistants into omni-channel approach.

The qualitative method for the survey was conducted. Secondary data analysis in particular was used to re-think and re-analyze already existing materials in order to generate some new ideas based on the discussed theory. The information was gathered mainly from reports and surveys of leading companies in the sphere of omni-channel approach, as well as from journals and conferences related to the topic of Virtual Assistant Technology.

The study showed that Virtual Assistant Technology is a trend in the omni-channel mean of communication with customers and has great potential for the future development.