Artificial Intelligence for Customer Relationship Management / Human-Computer Interaction Series (PDF)
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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.
- Autor: Boris Galitsky
- 2020, 1st ed. 2021, 463 Seiten, Englisch
- Verlag: Springer International Publishing
- ISBN-10: 303061641X
- ISBN-13: 9783030616410
- Erscheinungsdatum: 23.12.2020
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