Table of Contents 1.Definitions and Categories 2.Vertical Applications for Commercial AI Virtual Assistants 3.AI Virtual Assistants and Industry Issues 3.1 Banking, Insurance, and Financial Services 3.1.1 More Customer Contact Points and Higher Brand Image Requirements, Challenging Customer Service Efficiency and Cost Control 3.1.2 Outsourced Customer Service Can Reduce Costs but at the Cost of Branding 3.1.3 AI Helps Websites and Customer Service Centers Share the Workload while Communicating Brand Message 3.2 Telecommunications 3.2.1 Price Wars Have Hurt Profits; Operators Plan to Automate Basic Services 3.2.2 Longer Call Times and More Pressure on Agents 3.2.3 AI Helps Optimize the Existing Automated Service Experience and Create New Interaction Channels 3.3.1 Shortage of Staff; Time-consuming Paperwork 3.3.2 AI Reduces Time Spent on Paperwork, and Acts as an Assistant 3.3.3 AI Special Assistants and Integrated Home Care Systems and Insurance Platforms Will Form a Complete Health Care Network 3.4 Online/Phsycial Retail 3.4.1 Innovative In-store Experiences, and 24-hour, Multi-lingual Online Services 3.4.2 Online Retail Channels Use AIs as 24-hour Customer Service and Sales Staff; Physical Storefronts Have Only Enacted Demonstration Sites 3.5 Leisure/Hospitality 3.5.1 Travel Itinerary Recommentations, and Futuristic Travel Agents 3.5.2 AIs Provide Something New at Hotel Counters and Guest Rooms but also Create Privacy Concerns 3.6 Government/Public Utilities 3.6.1 Government Focuses on Service Convenience; Public Utilities Use AIs to Support On-site Operations 4. MIC Perspective Appendix Glossary of Terms List of Companies List of Tables Table 1. Service Issues, Applications, and Cases of AI Virtual Assistants in Banks, Insurers, and Financial Institutions Table 2 Service Issues, Applications, and Cases of AI Virtual Assistants in The Telecommunications Industry Table 3 Service Issues, Applications, and Cases of AI Virtual Assistants in the Medical Industry Table 4 Service issues, applications, and cases of AI virtual assistants in the general retail/channel sector Table 5 Service Issues, Applications, and Cases of AI Virtual Assistants in The Leisure/Hospitality Industry Table 6 Service Issues, Applications, and Cases of AI Virtual Assistants in The Government/Public Utility Sector List of Figures Figure 1 Categories of AI Virtual Assistants, Divided by Users Figure 2 Relative Potential for AI Virtual Assistant Application by Industry

Alaska Airlines Australian Tax Office AXIS Bank Bank of America Baptist Health South Florida Barclays BBVA Group Bell Best Buy Caesars Entertainment CIMB Bank Comcast Co-operative Bank Crowne Plaza DBS DoubleTree Hotel Dubai Electricity and Water Authority Emergency Medical Services Fairfield Inn FWD Travel GoPro HDFFC Securities Hilton Hotel Indigo Income Bank IndusInd Bank Insurance Kiehl’s Kindred KLM Royal Dutch Airlines LaSalle Hotel Properties Levi Strauss LOreal Louis Vuitton Movistar Municipal Services Office and Land Authority Nebraska Medicine OCBC Bank Orange Pearlparadise.com S&P Global Sephora Shell Sheraton Singapore Airlines Singapore Ministry of Education Skruvat Societe Generale Standard Chartered Target Corp. TDBank Telenor Ticketmaster Treasure Island Las Vegas Turkiye Bankasi Universal Health Services Inc. US Bank USAA Verclare Boutique Verizon Visa Vodafone W Hotels Walmart Wells Fargo Widiba Bank Wyndham Yello Stro