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Artificial intelligence in Customer Service
The Next Frontier for Personalized Engagement
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This edited volume elucidates how artificial intelligence (AI) can enable customer service functions to achieve higher customer engagement, superior user experiences, and increased levels of wellbeing amongst customers and employees.As consumers' expectations dictate 24/7 availability from customer service departments and market pressures call for lower costs and higher efficiency, businesses have accepted that AI is a vital component in maintaining customer satisfaction, yet firms face decisions as to how to choose the right tools, how to optimise integration and then strike the appropriate balance between AI and human contact. With this in mind, chapters in this book capture the latest advancements in AI customer services through real world examples. Covering topics such as the use of AI in enhancing customer well-being, data and technology integration and customer engagement, the volume offers a truly global perspective to this contemporary issue
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