Human–Computer Interaction Series

Artificial Intelligence for Customer Relationship Management

Keeping Customers Informed

Authors: Galitsky, Boris

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  • Offers a foundation for making CRM applications intelligent
  • Provides formalisms to determine human attitude and behavior so that a CRM system can better communicate with and guide customers
  • Enriches a hands-on experience with CRM automation
  • Includes complete instructions for building a chatbot for a CRM that provides customers with information, attempts to resolve their problems and complaints, as well as performing transactions for them
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eBook $129.00
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  • ISBN 978-3-030-52167-7
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $169.99
price for Mexico
  • ISBN 978-3-030-52166-0
  • Free shipping for individuals worldwide
  • Institutional customers should get in touch with their account manager
  • Covid-19 shipping restrictions
  • Usually ready to be dispatched within 3 to 5 business days, if in stock
About this book

This research monograph brings AI to the field of Customer Relationship Management (CRM) to make a customer experience with a product or service smart and enjoyable. AI is here to help customers to get a refund for a canceled flight, unfreeze a banking account or get a health test result. Today, CRM has evolved from storing and analyzing customers’ data to predicting and understanding their behavior by putting a CRM system in a customers’ shoes. Hence advanced reasoning with learning from small data, about customers’ attitudes, introspection, reading between the lines of customer communication and explainability need to come into play.

Artificial Intelligence for Customer Relationship Management leverages a number of Natural Language Processing (NLP), Machine Learning (ML), simulation and reasoning techniques to enable CRM with intelligence. An effective and robust CRM needs to be able to chat with customers, providing desired information, completing their transactions and resolving their problems. It introduces a systematic means of ascertaining a customers’ frame of mind, their intents and attitudes to determine when to provide a thorough answer, a recommendation, an explanation, a proper argument, timely advice and promotion or compensation. The author employs a spectrum of ML methods, from deterministic to statistical to deep, to predict customer behavior and anticipate possible complaints, assuring customer retention efficiently.

Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals. 


Table of contents (10 chapters)

Table of contents (10 chapters)
  • Introduction to Volume 1 and Volume 2

    Pages 1-24

    Galitsky, Boris

  • Distributional Semantics for CRM: Making Word2vec Models Robust by Structurizing Them

    Pages 25-56

    Galitsky, Boris

  • Employing Abstract Meaning Representation to Lay the Last-Mile Toward Reading Comprehension

    Pages 57-86

    Galitsky, Boris

  • Summarized Logical Forms for Controlled Question Answering

    Pages 87-150

    Galitsky, Boris

  • Summarized Logical Forms Based on Abstract Meaning Representation and Discourse Trees

    Pages 151-191

    Galitsky, Boris

Buy this book

eBook $129.00
price for Mexico
  • ISBN 978-3-030-52167-7
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $169.99
price for Mexico
  • ISBN 978-3-030-52166-0
  • Free shipping for individuals worldwide
  • Institutional customers should get in touch with their account manager
  • Covid-19 shipping restrictions
  • Usually ready to be dispatched within 3 to 5 business days, if in stock
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Bibliographic Information

Bibliographic Information
Book Title
Artificial Intelligence for Customer Relationship Management
Book Subtitle
Keeping Customers Informed
Authors
Series Title
Human–Computer Interaction Series
Copyright
2020
Publisher
Springer International Publishing
Copyright Holder
Springer Nature Switzerland AG
eBook ISBN
978-3-030-52167-7
DOI
10.1007/978-3-030-52167-7
Hardcover ISBN
978-3-030-52166-0
Series ISSN
1571-5035
Edition Number
1
Number of Pages
XI, 445
Number of Illustrations
114 b/w illustrations, 147 illustrations in colour
Topics