Erschienen: 24.12.2020 Abbildung von Galitsky | Artificial Intelligence for Customer Relationship Management | 1. Auflage | 2020 | beck-shop.de

Galitsky

Artificial Intelligence for Customer Relationship Management

Solving Customer Problems

lieferbar ca. 10 Tage als Sonderdruck ohne Rückgaberecht

139,09 €

Preisangaben inkl. MwSt. Abhängig von der Lieferadresse kann die MwSt. an der Kasse variieren. Weitere Informationen

auch verfügbar als eBook (PDF) für 128.39 €

Fachbuch

Buch. Hardcover

1st ed. 2021. 2020

xix, 463 S. 114 s/w-Abbildungen, 112 Farbabbildungen, Bibliographien.

In englischer Sprache

Springer. ISBN 978-3-030-61640-3

Format (B x L): 15,5 x 23,5 cm

Gewicht: 887 g

Das Werk ist Teil der Reihe: Human–Computer Interaction Series

Produktbeschreibung

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.

Top-Produkte dieser Kategorie

Unsere Empfehlungen für Sie

Ihre zuletzt angesehenen Produkte

Autoren

  • Rezensionen

    Dieses Set enthält folgende Produkte:
      Auch in folgendem Set erhältlich:
      • nach oben

        Ihre Daten werden geladen ...