Artificial Intelligence In Customer Service

Author : Jagdish N. Sheth,Varsha Jain,Emmanuel Mogaji,Anupama Ambika
Publisher : Springer Nature
Page : 315 pages
File Size : 42,6 Mb
Release : 2023-08-17
Category : Technology & Engineering
ISBN : 9783031338984

Get Book

Artificial Intelligence in Customer Service by Jagdish N. Sheth,Varsha Jain,Emmanuel Mogaji,Anupama Ambika Pdf

This edited volume elucidates how artificial intelligence (AI) can enable customer service to achieve higher customer engagement, superior user experiences, and increased well-being among customers and employees. As customer expectations dictate 24/7 availability from service departments and market pressures call for lower costs with higher efficiency, businesses have accepted that AI is vital in maintaining customer satisfaction. Yet, firms face tough challenges in choosing the right tool, optimizing integration, and striking the appropriate balance between AI systems and human efforts. In this context, chapters in this book capture the latest advancements in AI-enabled customer service through real-world examples. This volume offers a global perspective on this contemporary issue, covering topics such as the use of AI in enhancing customer well-being, data and technology integration, and customer engagement.

Author : Ho, Ree C.,Hou Hong Ng, Alex,Nourallah, Mustafa
Publisher : IGI Global
Page : 399 pages
File Size : 46,7 Mb
Release : 2021-02-05
Category : Business & Economics
ISBN : 9781799876052

Get Book

Impact of Globalization and Advanced Technologies on Online Business Models by Ho, Ree C.,Hou Hong Ng, Alex,Nourallah, Mustafa Pdf

Online business has been growing progressively and has become the major business platform within the past two decades. The internet bulldozed the development of new business models and innovations that substantially changed the way businesses run today. This led to a growth of advanced technologies used in online business such as data analytics, machine learning, and artificial intelligence. With higher internet connectivity and the exponential growth of mobile devices, shopping processes and behaviors were significantly affected as people are consistently connected online. Consumers can easily gain helpful product information and retail competitor information in myriad online channels. This led to a profound effect on businesses where they began to invest in new technologies and business practices that aim to align with the effects of globalization. Given the rapid technology advancements, both businesses and customers are presently experiencing an exponential upsurge in the implementation of new business processes and models. Impact of Globalization and Advanced Technologies on Online Business Models explores the ever-changing field of running an online busines and presents the current issues and challenges in online business triggered by global shifts in the online environment and technological changes. The chapters draw from a wide range of technologies used in today’s digital marketplace as well as recent development and empirical researches on online consumer behavior. As such, this book aims to contribute new dimensions in managing advancements in online business triggered by global and technology transformation. This book is ideal for executives, managers, IT consultants, practitioners, researchers, academicians, and students interested in globalization and the new technologies affecting online business models.

Author : Boris Galitsky
Publisher : Springer Nature
Page : 453 pages
File Size : 44,7 Mb
Release : 2020-12-07
Category : Computers
ISBN : 9783030521677

Get Book

Artificial Intelligence for Customer Relationship Management by Boris Galitsky Pdf

This research monograph brings AI to the field of Customer Relationship Management (CRM) to make a customer experience with a product or service smart and enjoyable. AI is here to help customers to get a refund for a canceled flight, unfreeze a banking account or get a health test result. Today, CRM has evolved from storing and analyzing customers’ data to predicting and understanding their behavior by putting a CRM system in a customers’ shoes. Hence advanced reasoning with learning from small data, about customers’ attitudes, introspection, reading between the lines of customer communication and explainability need to come into play. Artificial Intelligence for Customer Relationship Management leverages a number of Natural Language Processing (NLP), Machine Learning (ML), simulation and reasoning techniques to enable CRM with intelligence. An effective and robust CRM needs to be able to chat with customers, providing desired information, completing their transactions and resolving their problems. It introduces a systematic means of ascertaining a customers’ frame of mind, their intents and attitudes to determine when to provide a thorough answer, a recommendation, an explanation, a proper argument, timely advice and promotion or compensation. The author employs a spectrum of ML methods, from deterministic to statistical to deep, to predict customer behavior and anticipate possible complaints, assuring customer retention efficiently. Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals.

Author : Ralf T. Kreutzer,Marie Sirrenberg
Publisher : Springer Nature
Page : 313 pages
File Size : 55,9 Mb
Release : 2019-09-25
Category : Business & Economics
ISBN : 9783030252717

Get Book

Understanding Artificial Intelligence by Ralf T. Kreutzer,Marie Sirrenberg Pdf

Artificial Intelligence (AI) will change the lives of people and businesses more fundamentally than many people can even imagine today. This book illustrates the importance of AI in an era of digitalization. It introduces the foundations of AI and explains its benefits and challenges for companies and entire industries. In this regard, AI is approached not just as yet another technology, but as a fundamental innovation, which will spread into all areas of the economy and life, and will disrupt business processes and business models in the years to come. In turn, the book assesses the potential that AI holds, and clarifies the framework that is necessary for pursuing a responsible approach to AI. In a series of best-practice cases, the book subsequently highlights a broad range of sectors and industries, from production to services; from customer service to marketing and sales; and in industries like retail, health care, energy, transportation and many more. In closing, a dedicated chapter outlines a roadmap for a specific corporate AI journey. No one can ignore intensive work with AI today - neither as a private person, let alone as a top performer in companies. This book offers a thorough, carefully crafted, and easy to understand entry into the field of AI. The central terms used in the AI ​​context are given a very good explanation. In addition, a number of cases show what AI can do today and where the journey is heading. An important book that you should not miss! Professor Dr. Harley Krohmer University of Bern "Inspiring, thought provoking and comprehensive, this book is wittingly designed to be a catalyst for your individual and corporate AI journey.” Avo Schönbohm, Professor at the Berlin School of Economics and Law, Enterprise Game Designer at LUDEO and Business Punk

Author : Josh Bernoff
Publisher : Unknown
Page : 256 pages
File Size : 46,8 Mb
Release : 2019-05-28
Category : Business & Economics
ISBN : 1643072404

Get Book

The Age of Intent by Josh Bernoff Pdf

Author : Ivana Bartoletti,Anne Leslie,Shân M. Millie
Publisher : John Wiley & Sons
Page : 782 pages
File Size : 48,8 Mb
Release : 2020-04-09
Category : Business & Economics
ISBN : 9781119551928

Get Book

The AI Book by Ivana Bartoletti,Anne Leslie,Shân M. Millie Pdf

Written by prominent thought leaders in the global fintech space, The AI Book aggregates diverse expertise into a single, informative volume and explains what artifical intelligence really means and how it can be used across financial services today. Key industry developments are explained in detail, and critical insights from cutting-edge practitioners offer first-hand information and lessons learned. Coverage includes: · Understanding the AI Portfolio: from machine learning to chatbots, to natural language processing (NLP); a deep dive into the Machine Intelligence Landscape; essentials on core technologies, rethinking enterprise, rethinking industries, rethinking humans; quantum computing and next-generation AI · AI experimentation and embedded usage, and the change in business model, value proposition, organisation, customer and co-worker experiences in today’s Financial Services Industry · The future state of financial services and capital markets – what’s next for the real-world implementation of AITech? · The innovating customer – users are not waiting for the financial services industry to work out how AI can re-shape their sector, profitability and competitiveness · Boardroom issues created and magnified by AI trends, including conduct, regulation & oversight in an algo-driven world, cybersecurity, diversity & inclusion, data privacy, the ‘unbundled corporation’ & the future of work, social responsibility, sustainability, and the new leadership imperatives · Ethical considerations of deploying Al solutions and why explainable Al is so important

Author : Raymond M Russell
Publisher : Independently Published
Page : 0 pages
File Size : 49,5 Mb
Release : 2024-01-17
Category : Computers
ISBN : 9798876547842

Get Book

The Impact of Artificial Intelligence on Customer Service in 2024 by Raymond M Russell Pdf

Absolutely! Here's a book description for Raymond M. Russell's work: --- In "Exploring the Future of Customer Service," acclaimed author Raymond M. Russell invites readers on a captivating journey into the dynamic realm where cutting-edge technology, innovation, and ethical practices converge to shape the future of customer interactions. Dive into the evolution of customer service, from its traditional roots to the transformative impact of artificial intelligence (AI). Russell, a visionary in the tech and business landscape, unravels the complexities of AI in a way that is both insightful and accessible. Discover the key AI technologies driving change, explore real-world case studies showcasing successful implementations, and gain valuable insights into the benefits, challenges, and ethical considerations that accompany the integration of AI into customer service. Russell's expertise extends beyond the technical aspects, emphasizing the importance of a customer-centric approach, the human touch in automated interactions, and the strategies that businesses can adopt to thrive in this evolving landscape. Learn from his thought-provoking exploration of ethical AI practices, strategies for enhancing customer engagement, and the crucial metrics for measuring AI impact. As an author committed to continuous improvement and adaptation, Russell provides actionable strategies for businesses to navigate the challenges, learn from feedback, and stay ahead by embracing technological advances. With a visionary outlook, he discusses the future trends and predictions that will shape the landscape of customer service in the years to come. "Exploring the Future of Customer Service" is not just a book; it's a guide for businesses and individuals seeking to understand, adapt, and excel in the era of AI-driven customer interactions. Whether you are a tech enthusiast, business leader, or someone intrigued by the possibilities of AI, Russell's work offers a comprehensive and forward-thinking exploration that will leave you informed and inspired.

Author : Seth Earley
Publisher : LifeTree Media
Page : 203 pages
File Size : 44,6 Mb
Release : 2020-04-28
Category : Business & Economics
ISBN : 9781928055525

Get Book

The AI-Powered Enterprise by Seth Earley Pdf

Learn how to develop and employ an ontology, the secret weapon for successfully using artificial intelligence to create a powerful competitive advantage in your business. The AI-Powered Enterprise examines two fundamental questions: First, how will the future be different as a result of artificial intelligence? And second, what must companies do to stake their claim on that future? When the Web came along in the mid-90s, it transformed the behavior of customers and remade whole industries. Now, as part of its promise to bring revolutionary change in untold ways to human activity, artificial intelligence—AI—is about to create another complete transformation in how companies create and deliver value to customers. But despite the billions spent so far on bots and other tools, AI continues to stumble. Why can't it magically use all the data organizations generate to make them run faster and better? Because something is missing. AI works only when it understands the soul of the business. An ontology is a holistic digital model of every piece of information that matters to the business, from processes to products to people, and it's what makes the difference between the promise of AI and delivering on that promise. Business leaders who want to catch the AI wave—rather than be crushed by it—need to read The AI-Powered Enterprise. The book is the first to combine a sophisticated explanation of how AI works with a practical approach to applying AI to the problems of business, from customer experience to business operations to product development.

Author : Boris Galitsky
Publisher : Springer Nature
Page : 474 pages
File Size : 47,9 Mb
Release : 2020-12-23
Category : Computers
ISBN : 9783030616410

Get Book

Artificial Intelligence for Customer Relationship Management by Boris Galitsky Pdf

The second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer. After we learn to detect fake content, deception and hypocrisy, we examine the domain of customer complaints. We simulate mental states, attitudes and emotions of a complainant and try to predict his behavior. Having suggested graph-based formal representations of complaint scenarios, we machine-learn them to identify the best action the customer support organization can chose to retain the complainant as a customer.

Author : Ada Maria Barone,Emanuela Stagno
Publisher : Springer Nature
Page : 132 pages
File Size : 49,9 Mb
Release : 2023-12-19
Category : Business & Economics
ISBN : 9783031487927

Get Book

Artificial Intelligence along the Customer Journey by Ada Maria Barone,Emanuela Stagno Pdf

The development of several AI solutions has revolutionized the way in which consumers behave. Serving as a guide to the role that AI plays on different aspects of consumers’ life, this book provides a comprehensive understanding of the main artificial intelligence (AI) solutions available in the market. In particular, the authors adopt a customer experience approach to investigate how different AI technologies play a role at different stages of the customer journey (e.g., from pre-purchase to post-purchase decisions). Covering a range of technologies, such as augmented reality, voice assistants, chatbots and robots, readers will be able to learn which strategies and AI solutions are more effective at different stages of the customer journey.

Author : Singh, Surabhi
Publisher : IGI Global
Page : 289 pages
File Size : 45,8 Mb
Release : 2021-10-15
Category : Business & Economics
ISBN : 9781799879619

Get Book

Adoption and Implementation of AI in Customer Relationship Management by Singh, Surabhi Pdf

Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders.

Author : Hossain, Md Shamim,Ho, Ree Chan,Trajkovski, Goran
Publisher : IGI Global
Page : 445 pages
File Size : 45,9 Mb
Release : 2023-05-02
Category : Computers
ISBN : 9781668471074

Get Book

Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics by Hossain, Md Shamim,Ho, Ree Chan,Trajkovski, Goran Pdf

In the modern data-driven era, artificial intelligence (AI) and machine learning (ML) technologies that allow a computer to mimic intelligent human behavior are essential for organizations to achieve business excellence and assist organizations in extracting useful information from raw data. AI and ML have existed for decades, but in the age of big data, this sort of analysis is in higher demand than ever, especially for customer support and analytics. The Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics investigates the applications of AI and ML and how they can be implemented to enhance customer support and analytics at various levels of organizations. This book is ideal for marketing professionals, managers, business owners, researchers, practitioners, academicians, instructors, university libraries, and students, and covers topics such as artificial intelligence, machine learning, supervised learning, deep learning, customer sentiment analysis, data mining, neural networks, and business analytics.

Author : Mikhail Naumov
Publisher : Lioncrest Publishing
Page : 150 pages
File Size : 51,9 Mb
Release : 2017-10-10
Category : Computers
ISBN : 161961801X

Get Book

AI Is My Friend by Mikhail Naumov Pdf

As a customer service professional, your goal is to help your customers by solving their concerns quickly and effectively. This isn't easy to accomplish if you're spending half of your day on repetitive processes that slow down progress. Recent advances in technology make it possible-here and now-to manage those tasks, and Mikhail Naumov will show you how to transform your contact center and your business with practical artificial intelligence. "AI Is My Friend" describes how machine learning software enhances your contact center's performance. In this guide "from the trenches," Mikhail reveals what you must know about incorporating AI solutions in a contact center, making this book an indispensable customer service handbook for the twenty-first century.

Author : Bernard Marr
Publisher : John Wiley & Sons
Page : 232 pages
File Size : 49,5 Mb
Release : 2019-04-15
Category : Business & Economics
ISBN : 9781119548980

Get Book

Artificial Intelligence in Practice by Bernard Marr Pdf

Cyber-solutions to real-world business problems Artificial Intelligence in Practice is a fascinating look into how companies use AI and machine learning to solve problems. Presenting 50 case studies of actual situations, this book demonstrates practical applications to issues faced by businesses around the globe. The rapidly evolving field of artificial intelligence has expanded beyond research labs and computer science departments and made its way into the mainstream business environment. Artificial intelligence and machine learning are cited as the most important modern business trends to drive success. It is used in areas ranging from banking and finance to social media and marketing. This technology continues to provide innovative solutions to businesses of all sizes, sectors and industries. This engaging and topical book explores a wide range of cases illustrating how businesses use AI to boost performance, drive efficiency, analyse market preferences and many others. Best-selling author and renowned AI expert Bernard Marr reveals how machine learning technology is transforming the way companies conduct business. This detailed examination provides an overview of each company, describes the specific problem and explains how AI facilitates resolution. Each case study provides a comprehensive overview, including some technical details as well as key learning summaries: Understand how specific business problems are addressed by innovative machine learning methods Explore how current artificial intelligence applications improve performance and increase efficiency in various situations Expand your knowledge of recent AI advancements in technology Gain insight on the future of AI and its increasing role in business and industry Artificial Intelligence in Practice: How 50 Successful Companies Used Artificial Intelligence to Solve Problems is an insightful and informative exploration of the transformative power of technology in 21st century commerce.

Author : Marco Iansiti,Karim R. Lakhani
Publisher : Harvard Business Press
Page : 175 pages
File Size : 53,6 Mb
Release : 2020-01-07
Category : Business & Economics
ISBN : 9781633697638

Get Book

Competing in the Age of AI by Marco Iansiti,Karim R. Lakhani Pdf

"a provocative new book" — The New York Times AI-centric organizations exhibit a new operating architecture, redefining how they create, capture, share, and deliver value. Now with a new preface that explores how the coronavirus crisis compelled organizations such as Massachusetts General Hospital, Verizon, and IKEA to transform themselves with remarkable speed, Marco Iansiti and Karim R. Lakhani show how reinventing the firm around data, analytics, and AI removes traditional constraints on scale, scope, and learning that have restricted business growth for hundreds of years. From Airbnb to Ant Financial, Microsoft to Amazon, research shows how AI-driven processes are vastly more scalable than traditional processes, allow massive scope increase, enabling companies to straddle industry boundaries, and create powerful opportunities for learning—to drive ever more accurate, complex, and sophisticated predictions. When traditional operating constraints are removed, strategy becomes a whole new game, one whose rules and likely outcomes this book will make clear. Iansiti and Lakhani: Present a framework for rethinking business and operating models Explain how "collisions" between AI-driven/digital and traditional/analog firms are reshaping competition, altering the structure of our economy, and forcing traditional companies to rearchitect their operating models Explain the opportunities and risks created by digital firms Describe the new challenges and responsibilities for the leaders of both digital and traditional firms Packed with examples—including many from the most powerful and innovative global, AI-driven competitors—and based on research in hundreds of firms across many sectors, this is your essential guide for rethinking how your firm competes and operates in the era of AI.