Collaborative intelligence: How human and artificial intelligence create value along the B2B sales funnel

2020/02/07 by Jeannette Paschen, Matthew Wilson, João J. Ferreira · 19 citations
Computer Science · Business, Management and Accounting · Social Sciences · #AI in Service Interactions #Big Data and Business Intelligence #Digital Marketing and Social Media

paper · doi:10.1016/j.bushor.2020.01.003

Abstract

The B2B sales process is undergoing substantial transformations fueled by advances in information and communications technology, specifically in artificial intelligence (AI). The premise of AI is to turn vast amounts of data into information for superior knowledge creation and knowledge management in B2B sales. In doing so, AI can significantly alter the traditional human-centric sales process. In this article, we describe how AI affects the B2B sales funnel. For each stage of the funnel, we describe key sales tasks, explain the specific contributions AI can bring, and clarify the role humans play. We also outline managerial considerations to maximize the contributions from AI and people in the context of B2B sales.

Citations

• Artificial intelligence: a modern approach
• Artificial intelligence and the future of work: Human-AI symbiosis in organizational decision making
• Siri, Siri, in my hand: Who’s the fairest in the land? On the interpretations, illustrations, and implications of artificial intelligence
• Artificial intelligence and machine learning as business tools: A framework for diagnosing value destruction potential
• From data to action: How marketers can leverage AI

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