Artificial Intelligence for Customer Relationship Management
Solving Customer Problems
Authors: Galitsky, Boris A.
Free Preview- 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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- About this book
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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)
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Chatbots for CRM and Dialogue Management
Pages 1-61
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Recommendation by Joining a Human Conversation
Pages 63-91
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Adjusting Chatbot Conversation to User Personality and Mood
Pages 93-127
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A Virtual Social Promotion Chatbot with Persuasion and Rhetorical Coordination
Pages 129-179
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Concluding a CRM Session
Pages 181-222
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Table of contents (11 chapters)
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Bibliographic Information
- Bibliographic Information
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- Book Title
- Artificial Intelligence for Customer Relationship Management
- Book Subtitle
- Solving Customer Problems
- Authors
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- Boris A. Galitsky
- 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
