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Artificial intelligent (AI) service applications are becoming increasingly pervasive in our everyday life. We use them to find places to go, to choose what to watch, and to decide what to buy. At the same time, companies are adopting technology like chatbots, robots, and conversational assistants to offer customer services and support in various settings. Yet, it still needs to be determined which are the conditions under which AI-based services may improve the overall customer experience. This chapter offers a three-way framework to interpret and evaluate the AI-based service customer experience. It identifies relevant contextual, personal, and technological characteristics that can affect the AI-service delivery. The proposed framework allows marketers to identify the best fit between the context, the technology configuration, and customer characteristics, providing companies with practical and actionable suggestions to …