Artificial Intelligence for Customer Relationship Management
Boris Galitsky
Gebundenes Buch

Artificial Intelligence for Customer Relationship Management

Solving Customer Problems

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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 ...