@article{1476032,
      recid = {1476032},
      author = {Sheth, Jagdish N.},
      title = {Artificial intelligence in customer service : the next  frontier for personalized engagement /},
      pages = {1 online resource},
      note = {Includes index.},
      abstract = {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.},
      url = {http://library.usi.edu/record/1476032},
      doi = {https://doi.org/10.1007/978-3-031-33898-4},
}