001434215 000__ 04202cam\a2200637\i\4500
001434215 001__ 1434215
001434215 003__ OCoLC
001434215 005__ 20230309003716.0
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001434215 008__ 201223s2021\\\\sz\a\\\\ob\\\\000\0\eng\d
001434215 019__ $$a1228045480$$a1228152873$$a1237454059
001434215 020__ $$a9783030616410$$q(electronic bk.)
001434215 020__ $$a303061641X$$q(electronic bk.)
001434215 020__ $$z9783030616403
001434215 020__ $$z3030616401
001434215 0247_ $$a10.1007/978-3-030-61641-0$$2doi
001434215 035__ $$aSP(OCoLC)1238204217
001434215 040__ $$aDCT$$beng$$erda$$epn$$cDCT$$dEBLCP$$dSFB$$dOCLCO$$dGW5XE$$dYDX$$dUKAHL$$dMUU$$dN$T$$dOCLCQ$$dOCLCO$$dOCLCQ
001434215 049__ $$aISEA
001434215 050_4 $$aQA76.9.U83
001434215 050_4 $$aQA76.9.H85
001434215 08204 $$a005.4/37$$223
001434215 1001_ $$aGalitsky, Boris,$$eauthor.
001434215 24510 $$aArtificial intelligence for customer relationship management :$$bsolving customer problems /$$cBoris Galitsky.
001434215 24630 $$aSolving customer problems
001434215 264_1 $$aCham :$$bSpringer,$$c[2021]
001434215 300__ $$a1 online resource (xix, 463 pages) :$$billustrations (some color)
001434215 336__ $$atext$$btxt$$2rdacontent
001434215 337__ $$acomputer$$bc$$2rdamedia
001434215 338__ $$aonline resource$$bcr$$2rdacarrier
001434215 4901_ $$aHuman-computer interaction series,$$x1571-5035
001434215 504__ $$aIncludes bibliographical references.
001434215 5050_ $$aChatbots for CRM and Dialogue Management -- Recommendation by Joining a Human Conversation -- Adjusting Chatbot Conversation to User Personality and Mood -- A Virtual Social Promotion Chatbot with Persuasion and Rhetorical Coordination -- Concluding a CRM Session -- Truth, Lie and Hypocrisy -- Reasoning for Resolving Customer Complaints- Concept-based Learning of Complainant's Behavior -- Reasoning and Simulation of Mental Attitudes of a Customer -- CRM Becomes Seriously Ill -- Conclusions.
001434215 506__ $$aAccess limited to authorized users.
001434215 520__ $$aThe second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer. After we learn to detect fake content, deception and hypocrisy, we examine the domain of customer complaints. We simulate mental states, attitudes and emotions of a complainant and try to predict his behavior. Having suggested graph-based formal representations of complaint scenarios, we machine-learn them to identify the best action the customer support organization can chose to retain the complainant as a customer.
001434215 588__ $$aOnline resource; title from PDF title page (SpringerLink, viewed March 2, 2021).
001434215 650_0 $$aUser interfaces (Computer systems)
001434215 650_0 $$aCustomer relations$$xManagement.
001434215 650_0 $$aArtificial intelligence.
001434215 650_0 $$aComputer simulation.
001434215 650_0 $$aDigital computer simulation.
001434215 650_6 $$aInterfaces utilisateurs (Informatique)
001434215 650_6 $$aIntelligence artificielle.
001434215 650_6 $$aSimulation par ordinateur.
001434215 655_0 $$aElectronic books.
001434215 77608 $$iPrint version:$$z9783030616403
001434215 77608 $$iPrint version:$$z9783030616427
001434215 77608 $$iPrint version:$$z9783030616434
001434215 830_0 $$aHuman-computer interaction series.$$x1571-5035
001434215 852__ $$bebk
001434215 85640 $$3Springer Nature$$uhttps://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-3-030-61641-0$$zOnline Access$$91397441.1
001434215 909CO $$ooai:library.usi.edu:1434215$$pGLOBAL_SET
001434215 980__ $$aBIB
001434215 980__ $$aEBOOK
001434215 982__ $$aEbook
001434215 983__ $$aOnline
001434215 994__ $$a92$$bISE