Full Description
This edited volume elucidates how artificial intelligence (AI) can enable customer service to achieve higher customer engagement, superior user experiences, and increased well-being among customers and employees.
As customer expectations dictate 24/7 availability from service departments and market pressures call for lower costs with higher efficiency, businesses have accepted that AI is vital in maintaining customer satisfaction. Yet, firms face tough challenges in choosing the right tool, optimizing integration, and striking the appropriate balance between AI systems and human efforts. In this context, chapters in this book capture the latest advancements in AI-enabled customer service through real-world examples. This volume offers a global perspective on this contemporary issue, covering topics such as the use of AI in enhancing customer well-being, data and technology integration,and customer engagement.
Contents
Chapter 1: Artificial Intelligence in Customer Service: An Introduction to the Next Frontier to Personalized Engagement - Varsha Jain, Jagdish Sheth, Emmanuel Mogaji, Anupama Ambika.- Part 1: Introduction to AI and Customer Services.- Chapter 2: AI in Customer Service - A Service Revolution in the Making - Werner Kunz, Jochen Wirtz.- Chapter 3: Opportunities & Challenges of AI-Driven Customer Service - Rijul Chaturvedi, Sanjeev Verma.- Chapter 4: AI in Customer Service Strategy for Seamless Customer Experience Yuanyuan Cui, Patrick van Esch.- Part 2: Customer Engagement.- Chapter 5: Personalized and Contextual AI- Services Experience - Valentina Pitardi.- Chapter 6: Engaging Self-Service in a Customer Service Ecosystem - George Spais.- Chapter 7: Understanding the Role of Data in Artificial Intelligence-based Personalization - Subhadeep Mukerjee.- Part 3: Customer Experience.- Chapter 8: Artificial Intelligence for Seamless Experience across Channels - Nguyen Phong Nguyen, Emmanuel Mogaji.- Chapter 9: Data Processing and AI-Technology Integration for Personalized Services - Gourav Roy, Varsha Jain, Parth Salunke.- Part 4: Customer and Employee Wellbeing.- Chapter 10: Use of AI With Ethics and Privacy for Personalized Customer Services - Damini Goyal Gupta, Varsha Jain.- Chapter 11: Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment -Sakshi Kathuria, Sudhir Rana.- Chapter 12: Role of Risk on Employees' Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing - Stefanie Paluch, Thomas Wittkop.
