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

Jeannette Paschen, Matthew Wilson, João J. Ferreira

Research output: Contribution to journalArticlepeer-review

60 Scopus citations

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.

Original languageEnglish
Pages (from-to)403-414
Number of pages12
JournalBusiness Horizons
Volume63
Issue number3
DOIs
StatePublished - May 1 2020

Keywords

  • Artificial intelligence
  • B2B sales
  • Machine learning
  • Natural language processing
  • Predictive analytics

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