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001476032 020__ $$a9783031338984$$q(electronic bk.)
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001476032 0247_ $$a10.1007/978-3-031-33898-4$$2doi
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001476032 050_4 $$aHF5415.5$$b.A78 2023
001476032 08204 $$a658.8/12$$223/eng/20230828
001476032 24500 $$aArtificial intelligence in customer service :$$bthe next frontier for personalized engagement /$$cJagdish N. Sheth, Varsha Jain, Emmanuel Mogaji, Anupama Ambika, editors.
001476032 264_1 $$aCham :$$bPalgrave Macmillan,$$c[2023]
001476032 300__ $$a1 online resource
001476032 336__ $$atext$$btxt$$2rdacontent
001476032 337__ $$acomputer$$bc$$2rdamedia
001476032 338__ $$aonline resource$$bcr$$2rdacarrier
001476032 500__ $$aIncludes index.
001476032 5050_ $$aChapter 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.
001476032 506__ $$aAccess limited to authorized users.
001476032 520__ $$aThis 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.
001476032 588__ $$aOnline resource; title from PDF title page (SpringerLink, viewed August 28, 2023).
001476032 650_0 $$aCustomer services$$xData processing.
001476032 650_0 $$aArtificial intelligence.
001476032 650_6 $$aService à la clientèle$$xInformatique.
001476032 650_6 $$aIntelligence artificielle.
001476032 655_0 $$aElectronic books.
001476032 7001_ $$aSheth, Jagdish N.
001476032 77608 $$iPrint version:$$z3031338979$$z9783031338977$$w(OCoLC)1377597410
001476032 852__ $$bebk
001476032 85640 $$3Springer Nature$$uhttps://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-3-031-33898-4$$zOnline Access$$91397441.1
001476032 909CO $$ooai:library.usi.edu:1476032$$pGLOBAL_SET
001476032 980__ $$aBIB
001476032 980__ $$aEBOOK
001476032 982__ $$aEbook
001476032 983__ $$aOnline
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