Title: Fostering conversational artificial intelligence (CAI) for sustainable development in services: a case study of Haptik

Authors: Deepak Singh; Balvinder Shukla; Manoj Joshi

Addresses: Amity Business School, Amity University Uttar Pradesh (AUUP), Noida Campus, Uttar Pradesh, India ' Amity Business School, Amity University Uttar Pradesh (AUUP), Noida Campus, Uttar Pradesh, India ' Centre of VUCA Studies, Amity University Uttar Pradesh (AUUP), Lucknow Campus, Uttar Pradesh, India

Abstract: Conversational Artificial Intelligence (CAI) is a combination of Conversational Commerce, Chatbot, Voicebot and Virtual Assistant. CAI has enabled interstellar opportunities for large companies, collaborating with start-ups towards sustainable development. This has to simplify the services and optimised customer bookings, utility payments, queries, complaints and resolutions. CAI aided with a framework based on Technopreneurship Innovation (TIN) has been adopted at different stages of the start-up life cycle, hence, ensuring sustainable development with growth. A qualitative case study method of examination and enquiry, with an interpretive ontology, was tested for AI-based firms established between 2013 and 2020 across India in the services sector. Through purposive sampling, the Haptik application (app) for the case study was selected for investigation deploying inductive reasoning. The results stated that CAI is a futuristic living and is here to stay for industries like banks, travel, tourism, hospitality, insurance, healthcare, education, agriculture, e-commerce, retail, etc.

Keywords: conversational artificial intelligence; technopreneurship; sustainable development; technological innovation; entrepreneurship; chatbot; start-ups; VUCA.

DOI: 10.1504/WREMSD.2024.139371

World Review of Entrepreneurship, Management and Sustainable Development, 2024 Vol.20 No.4, pp.397 - 420

Received: 03 May 2021
Accepted: 06 Oct 2021
Published online: 02 Jul 2024 *

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