Artificial Intelligence for Customer Relationship Management: Solving Customer Problems

Name: Artificial Intelligence for Customer Relationship Management: Solving Customer Problems
Brand: Springer
SKU: 9783030616434
Price: 11643.0 INR
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by Boris Galitsky

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ISBN13: 9783030616434
Binding: Paperback
Subject: N/A
Publisher: Springer
Publisher Imprint: Springer
Publication Date: December 24, 2021
Pages: 463
Original Price: EUR 159.99
Language: English
Edition: 2021
Item Weight: 724 grams
BISAC Subject(s): User Interfaces, Customer Relations, and Artificial Intelligence / General

About The Book

From the Back Cover
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.

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