Context-Aware Virtual Assistants for Enterprise Service Platforms

Abstract

The emerging trends of Enterprise Service Platforms (ESPs) and Enterprise Service Marketplaces (ESMs) promise a tremendous change in the way enterprises consume and deliver services. The increasing number of service offerings along with the ever-growing catalog complexities are moving users and providers further apart in the traditional service business models. Leading technology companies are beginning to shift their focus toward service transaction automation and delegation. Virtual Assistants (VAs) have gained much interest across multiple contexts. However, the current state of the art is still fragmented and limited in terms of providing an overall, integrated, and structured reflection of the application of VAs in the domain of ESPs or ESMs. This scholarly work discusses the emerging demand for context-aware VAs to support, accelerate, and automate service transactions in ESPs and ESMs.