Artificial intelligence in customer service: The next frontier for personalized engagement

Recommended by: Varsha Jain

Contents:

1. Artificial Intelligence in Customer Service: An Introduction to the Next Frontier to Personalized Engagement
Varsha Jain, Jagdish N. Sheth, Emmanuel Mogaji, Anupama Ambika Pages 1-11
Introduction to AI and Customer Services
2. AI in Customer Service: A Service Revolution in the Making
Werner H. Kunz, Jochen Wirtz Pages 15-32
3. Opportunities and Challenges of AI-Driven Customer Service
Rijul Chaturvedi, Sanjeev Verma, Pages 33-71
4.Artificial Intelligence in Customer Service Strategy for Seamless Customer Experiences
Yuanyuan Cui, Patrick van Esch Pages 73-97
Customer
5. Personalized and Contextual Artificial Intelligence-Based Services Experience
Valentina Pitardi Pages 101-122
6. Engaging Self-service in a Customer Service Ecosystem, George Spais
Pages 123-154
7. Understanding the Role of Data in Artificial Intelligence-Based Personalization
Shubhadeep Mukherjee, Pages 155-177
Customer Experience
8. Artificial Intelligence for Seamless Experience Across Channels
Nguyen Phong Nguyen, Emmanuel Mogaji, Pages 181-203
9. Data Processing and AI-Technology Integration for Personalized Services
Gourav Roy, Varsha Jain, Parth Salunke , Pages 205-228
Customer and Employee Wellbeing
10.Use of Artificial Intelligence with Ethics and Privacy for Personalized Customer Services
Damini Goyal Gupta, Varsha Jain, Pages 231-257
11.Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment
Sakshi Kathuria, Sudhir Rana, Pages 259-279
12. Role of Risk on Employees’ Willingness to Collaborate with Artificial Intelligence and Its Impact on Wellbeing Stefanie Paluch, Thomas Wittkop Pages 281-302