Téléchargez le livre : Artificial Intelligence for Customer Relationship Management

Artificial Intelligence for Customer Relationship Management

Solving Customer Problems de

Éditeur :

Springer


Collection :

Human–Computer Interaction Series

Paru le : 2020-12-23

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Description


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.

Pages
463 pages
Collection
Human–Computer Interaction Series
Parution
2020-12-23
Marque
Springer
EAN papier
9783030616403
EAN PDF
9783030616410
Informations sur l'ebook
Nombre pages copiables
4
Nombre pages imprimables
46
Taille du fichier
21637 Ko
Prix
158,24 €
EAN EPUB
9783030616410
Informations sur l'ebook
Nombre pages copiables
4
Nombre pages imprimables
46
Taille du fichier
73042 Ko
Prix
158,24 €

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