Abstract Artificial intelligence integrated into the automotive sales business model brings a major transformation of the traditional model into an innovative one through the uniqueness of online customer experience. This paper presents exploratory trends in activities and processes based on artificial intelligence. It examines how the portfolio of potential customers, personalized configurations for each customer are formed, especially revolves around the loyalty of new customers. The bibliometric analysis covers topics related to AI used in the business model, customer segmentation based on AI and virtual assistants. The paper shows the role of artificial intelligence in relationships with customers through virtual assistants’ actions. Also, the personalization of online customer experience is the second objective. Customer segmentation is a main component in the business model with artificial intelligence in platforms with automotive sales, because companies’ strategies are adapted to customer behavior. The evolution of artificial intelligence has made it possible to move from traditional segmentation based on demographic data to those based on data restricted to well-defined categories of customers with AI. In this sense, the first result of the research will be the streamlining of operations to satisfy customer needs. Specialized literature presents the benefits during the transformation of the business model, but not the challenges that the automotive sales model has. The use of artificial intelligence highlights, as a primary result, innovation and especially competitiveness in the market, leading to continuous innovation, by adapting the sales to each customer.
Sabin-Alexandru Băbeanu (Tue,) studied this question.