Human–Computer Interaction Series

Artificial Intelligence for Customer Relationship Management

Solving Customer Problems

Authors: Galitsky, Boris A.

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  • Introduces a number of dialogue management algorithms to drive a user through multiple ways of solving his problem
  • Explains how to detect misinformation, fake content and deception relying on discourse analysis of text
  • Provides hands-on information on how to build components for a complaint management system
  • Includes an analysis of flaws and deficiencies of a customer support organization
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  • ISBN 978-3-030-61641-0
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Hardcover $159.99
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  • ISBN 978-3-030-61640-3
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About this book

The 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.


Table of contents (11 chapters)

Table of contents (11 chapters)

Buy this book

eBook $119.00
price for Mexico
  • ISBN 978-3-030-61641-0
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $159.99
price for Mexico
  • ISBN 978-3-030-61640-3
  • 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
Solving Customer Problems
Authors
Series Title
Human–Computer Interaction Series
Copyright
2021
Publisher
Springer International Publishing
Copyright Holder
The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG
eBook ISBN
978-3-030-61641-0
DOI
10.1007/978-3-030-61641-0
Hardcover ISBN
978-3-030-61640-3
Series ISSN
1571-5035
Edition Number
1
Number of Pages
XIX, 463
Number of Illustrations
114 b/w illustrations, 112 illustrations in colour
Topics