Overview
- 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
Part of the book series: Human–Computer Interaction Series (HCIS)
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Table of contents (11 chapters)
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Front Matter
Keywords
About this book
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.
Authors and Affiliations
Bibliographic Information
Book Title: Artificial Intelligence for Customer Relationship Management
Book Subtitle: Solving Customer Problems
Authors: Boris Galitsky
Series Title: Human–Computer Interaction Series
DOI: https://doi.org/10.1007/978-3-030-61641-0
Publisher: Springer Cham
eBook Packages: Computer Science, Computer Science (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2021
Hardcover ISBN: 978-3-030-61640-3Published: 24 December 2020
Softcover ISBN: 978-3-030-61643-4Published: 24 December 2021
eBook ISBN: 978-3-030-61641-0Published: 23 December 2020
Series ISSN: 1571-5035
Series E-ISSN: 2524-4477
Edition Number: 1
Number of Pages: XIX, 463
Number of Illustrations: 114 b/w illustrations, 112 illustrations in colour
Topics: User Interfaces and Human Computer Interaction, Customer Relationship Management, Artificial Intelligence, Simulation and Modeling