Artificial intelligence in customer service : the next frontier for personalized engagement / Jagdish N. Sheth, Varsha Jain, Emmanuel Mogaji, Anupama Ambika, editors.
Sheth, Jagdish N.
2023
HF5415.5 .A78 2023
Available Online

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Title Artificial intelligence in customer service : the next frontier for personalized engagement / Jagdish N. Sheth, Varsha Jain, Emmanuel Mogaji, Anupama Ambika, editors.
ISBN 9783031338984 (electronic bk.)
3031338987 (electronic bk.)
3031338979
9783031338977
DOI https://doi.org/10.1007/978-3-031-33898-4
Published Cham : Palgrave Macmillan, [2023]
Language English
Description 1 online resource
Other Standard Identifiers 10.1007/978-3-031-33898-4 doi
Call Number HF5415.5 .A78 2023
Dewey Decimal Classification 658.8/12
Summary 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. Prof. Jagdish N. Sheth holds the Charles H. Kellstadt Chair in Marketing at Emory University, Georgia, USA. He has published over 300 research papers and 30 books on consumer behavior, multivariate methods, competitive strategy, relationship marketing, and emerging markets. Prof. Varsha Jain is the AGK chair Professor of Marketing at the MICA, India. She is the associate editor of four global A journals and authored over 120+ publications in many high-profile journals; she has received more than 24 national and international awards and gold medals in scholarship. Dr. Emmanuel Mogaji is a Senior Lecturer in Advertising and Marketing Communications at the University of Greenwich, London. He is a Fellow of the Higher Education Academy (HEA) and is the author of the textbook, Brand Management: An Introduction Through Storytelling, (Palgrave Macmillan, 2021). He has also co-edited five books on higher education, green, and fashion marketing. Ms. Anupama Ambika is a lecturer in Marketing at the Institute of Management Technology, Dubai, UAE. Her research interests are at the intersection of technology and consumer behavior, and she has published her research in leading marketing and consumer behavior journals. She has more than ten years of industry experience with multinational companies including IBM and Capgemini.
Note Includes index.
Access Note Access limited to authorized users.
Source of Description Online resource; title from PDF title page (SpringerLink, viewed August 28, 2023).
Added Author Sheth, Jagdish N.
Available in Other Form Print version: 9783031338977
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Chapter 1: Artificial Intelligence in Customer Service: An Introduction to the Next Frontier to Personalized Engagement - Varsha Jain, Jagdish Sheth, Emmanuel Mogaji, Anupama Ambika
Part 1: Introduction to AI and Customer Services
Chapter 2: AI in Customer Service A Service Revolution in the Making - Werner Kunz, Jochen Wirtz
Chapter 3: Opportunities & Challenges of AI-Driven Customer Service - Rijul Chaturvedi, Sanjeev Verma
Chapter 4: AI in Customer Service Strategy for Seamless Customer Experience Yuanyuan Cui, Patrick van Esch
Part 2: Customer Engagement
Chapter 5: Personalized and Contextual AI- Services Experience - Valentina Pitardi
Chapter 6: Engaging Self-Service in a Customer Service Ecosystem - George Spais
Chapter 7: Understanding the Role of Data in Artificial Intelligence-based Personalization - Subhadeep Mukerjee
Part 3: Customer Experience
Chapter 8: Artificial Intelligence for Seamless Experience across Channels - Nguyen Phong Nguyen, Emmanuel Mogaji
Chapter 9: Data Processing and AI-Technology Integration for Personalized Services - Gourav Roy, Varsha Jain, Parth Salunke
Part 4: Customer and Employee Wellbeing
Chapter 10: Use of AI With Ethics and Privacy for Personalized Customer Services - Damini Goyal Gupta, Varsha Jain
Chapter 11: Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment -Sakshi Kathuria, Sudhir Rana
Chapter 12: Role of Risk on Employees' Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing - Stefanie Paluch, Thomas Wittkop.

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