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Keywords: Customer-machine interactions
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal 1–34.
Published: 29 May 2026
...Daniele Leone; Andrea Gargiulo; Ignat Kulkov; Maria Cristina Pietronudo Purpose This research illustrates how companies can leverage Artificial Intelligence (AI) within the context of industry convergence to foster stronger customer-machine interaction. We aim to unveil how convergence occurs...
