As organizations embrace artificial intelligence (AI) for business process automation, they face challenges with its adoption. Low-code platforms promise to simplify this process, but the supporting evidence is limited. We studied the adoption of a low-code conversational AI platform in four multinational companies and found three significant challenges linked to fundamental assumptions about low-code approaches. Based on this case study research, we recommend steps companies can take to guide the adoption and maximize the potential of low-code AI platforms.
Digital service platforms need to be embedded in external device platforms because they are not bundled with a proprietary device. From our analysis of the Spotify music streaming service, we have identified three strategic objectives that service platform providers need to pursue as they establish and scale their services. Achieving each objective will require trade-offs, and we described the tactics Spotify used to manage these trade-offs. We conclude by providing recommendations on how other service platform providers can apply these tactics