Influence of Artificial Intelligence on Customer Journeys Using the Example of Intelligent Parking

New applications of Artificial Intelligence (AI) are increasingly emerging in the consumer market. More and more, devices and services that communicate autonomously over the internet are also entering the market. This can enhance these devices and services with novel AI-based services. Such services can influence the way customers make commercial decisions, significantly changing the customer experience. The impact of AI on commercial interactions has not been studied widely. Based on a framework that provides an initial overview of the effects of AI on commercial interactions, this chapter analyzes the influence of AI on customer journeys using the specific use case of intelligent parking. The insights gained from this can be used in practice as a basis for understanding the potential of AI and implementing it in the design of one’s own customer journeys.