Artificial Intelligence for Customer Relationship Management - Keeping Customers Informed (Paperback, 1st ed. 2020)

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.

General

Imprint:	Springer Nature Switzerland AG
Country of origin:	Switzerland
Series:	Human-Computer Interaction Series
Release date:	December 2021
First published:	2020
Authors:	Boris Galitsky
Dimensions:	235 x 155mm (L x W)
Format:	Paperback
Pages:	445
Edition:	1st ed. 2020
ISBN-13:	978-3-03-052169-1
Categories:	Books > Computing & IT > Applications of computing > Computer modelling & simulation Books > Computing & IT > Social & legal aspects of computing > Human-computer interaction Books > Business & Economics > Business & management > Sales & marketing > Customer services Books > Computing & IT > Applications of computing > Artificial intelligence > General
LSN:	3-03-052169-9
Barcode:	9783030521691

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