Artificial Intelligence in Customer Service: The Next Frontier for Personalized Engagement
Sheth, Jagdish N., Jain, Varsha, Mogaji, Emmanuel
- 出版商: Palgrave MacMillan
- 出版日期: 2024-08-19
- 售價: $7,010
- 貴賓價: 9.5 折 $6,660
- 語言: 英文
- 頁數: 307
- 裝訂: Quality Paper - also called trade paper
- ISBN: 3031339002
- ISBN-13: 9783031339004
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相關分類:
人工智慧
無法訂購
相關主題
商品描述
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.
Prof. Jagdish N. Sheth holds the Charles H. Kellstadt Chair in Marketing at Emory University, Georgia, USA. He has published over 300 research papers and 30 books on consumer behavior, multivariate methods, competitive strategy, relationship marketing, and emerging markets.
Prof. Varsha Jain is the AGK chair Professor of Marketing at the MICA, India. She is the associate editor of four "global A" journals and authored over 120+ publications in many high-profile journals; she has received more than 24 national and international awards and gold medals in scholarship.
Dr. Emmanuel Mogaji is a Senior Lecturer in Advertising and Marketing Communications at the University of Greenwich, London. He is a Fellow of the Higher Education Academy (HEA) and is the author of the textbook, 'Brand Management: An Introduction Through Storytelling', (Palgrave Macmillan, 2021). He has also co-edited five books on higher education, green, and fashion marketing.
Ms. Anupama Ambika is a lecturer in Marketing at the Institute of Management Technology, Dubai, UAE. Her research interests are at the intersection of technology and consumer behavior, and she has published her research in leading marketing and consumer behavior journals. She has more than ten years of industry experience with multinational companies including IBM and Capgemini.
商品描述(中文翻譯)
本書編輯的內容闡明了人工智慧（AI）如何使客戶服務實現更高的客戶參與度、更優質的用戶體驗，以及提升客戶和員工的福祉。
隨著客戶期望服務部門提供24/7的可用性，市場壓力則要求以更高的效率降低成本，企業已接受AI在維持客戶滿意度方面的重要性。然而，企業在選擇合適的工具、優化整合以及在AI系統與人力之間取得適當平衡方面面臨嚴峻挑戰。在這樣的背景下，本書的各章節透過真實案例捕捉AI驅動的客戶服務的最新進展。本書提供了對這一當代議題的全球視角，涵蓋了如利用AI提升客戶福祉、數據與技術整合以及客戶參與等主題。
教授Jagdish N. Sheth擔任美國喬治亞州艾莫里大學的查爾斯·H·凱爾斯塔特行銷講座教授。他已發表超過300篇研究論文和30本有關消費者行為、多變量方法、競爭策略、關係行銷及新興市場的著作。
教授Varsha Jain是印度MICA的AGK行銷講座教授。她是四本「全球A」期刊的副編輯，並在多本高知名度期刊上發表超過120篇論文；她獲得了超過24項國內外獎項和學術金獎。
博士Emmanuel Mogaji是倫敦格林威治大學廣告與行銷傳播的高級講師。他是高等教育學院（HEA）的院士，並著有教科書《品牌管理：透過故事講述的介紹》（Palgrave Macmillan, 2021）。他還共同編輯了五本有關高等教育、綠色及時尚行銷的書籍。
Anupama Ambika女士是阿聯酋迪拜管理技術學院的行銷講師。她的研究興趣位於技術與消費者行為的交集，並在領先的行銷和消費者行為期刊上發表了她的研究。她在包括IBM和Capgemini在內的跨國公司擁有超過十年的行業經驗。
作者簡介
Prof. Varsha Jain is an AGK Chair Professor of Marketing at MICA, India. She is an associate editor of four global "A" journals. She has authored over 120+ publications, including the European Journal of Marketing, the Journal of Advertising Research, the International Journal of Information Management, and so on. Prof. Jain received more than 24 national and international awards and gold medals in scholarship. The recent award includes; "Best Paper (Runner-up), special session, Winter American Marketing Association Annual Conference, 2023", Associate Editor of the Year Award, 2022, Journal of Consumer Behaviour "First MICA AGK Annual Award for Excellence in Research 2020-2021" and the JCB Reviewer of the Year Award 2020", Journal of Consumer Behavior. In her research career, she is visiting guest at Emory Business School, Atlanta, USA, and visiting scholar and guest at The Medill School, Northwestern University, USA.
Dr Emmanuel Mogaji has a PhD in Marketing, and he is a Senior Lecturer in Advertising and Marketing Communications at the University of Greenwich, London. Emmanuel's primary areas of interest are ABCDE of Marketing Communications - Advertising Branding Communications Digital Ethics. He has studied attitude towards brands and advertisement through various media such as print and social. He is a Fellow of the Higher Education Academy (HEA), which demonstrates his teaching philosophy and commitment to encouraging experiential learning. He is the author of Brand Management: An Introduction Through Storytelling, published by Palgrave, Introduction to Advertising: Understanding and Managing the Advertising Process published by Routledge, Marketing in Healthcare-Related Industries published by IAP and Emotional Appeals in Advertising Banking Services published by Emerald. He has also co-edited 5 books on higher education, green and fashion marketing. He tweets @e_mogaji.
Ms. Anupama Ambika is a lecturer in Marketing at the Institute of Management Technology, Dubai, UAE. Her research interests are at the intersection of technology and consumer behavior, and she has published her research in leading marketing and consumer behavior journals. She has more than ten yearsof industry experience with multinational companies including IBM and Capgemini.
作者簡介(中文翻譯)
Prof. Jagdish N. Sheth 擔任美國喬治亞州艾莫里大學的查爾斯·H·凱爾斯塔德行銷講座教授。他已發表超過 300 篇研究論文和 30 本書籍，涵蓋消費者行為、多變量方法、競爭策略、關係行銷和新興市場等領域。他與 John A. Howard 共同撰寫的《買方行為理論》（1969）是行銷領域的經典著作。Sheth 博士是美國心理學會、美國行銷協會（AMA）和行銷科學學院的會員。他曾擔任消費者研究協會的會長，並獲得 AMA 頒發的四項最高學術獎項。
Prof. Varsha Jain 是印度 MICA 的 AGK 行銷講座教授。她是四本全球「A」級期刊的副編輯，並已發表超過 120 篇出版物，包括《歐洲行銷期刊》、《廣告研究期刊》、《國際資訊管理期刊》等。Jain 教授獲得超過 24 項國內外獎項和學術金獎，最近的獎項包括：2023 年冬季美國行銷協會年會的「最佳論文（亞軍）」，2022 年的年度副編輯獎，《消費者行為期刊》2020-2021 年的「首屆 MICA AGK 研究卓越獎」以及 2020 年的 JCB 年度評審獎。在她的研究生涯中，她曾擔任美國亞特蘭大艾莫里商學院的訪問客座教授，以及美國西北大學梅迪爾學院的訪問學者和客座教授。
Dr. Emmanuel Mogaji 擁有行銷博士學位，並擔任倫敦格林威治大學的廣告與行銷傳播高級講師。Emmanuel 的主要研究興趣為行銷傳播的 ABCDE——廣告、品牌、傳播、數位和倫理。他通過印刷媒體和社交媒體等多種媒介研究品牌和廣告的態度。他是高等教育學院（HEA）的會員，這顯示了他的教學理念和對促進體驗式學習的承諾。他是《品牌管理：通過故事講述的介紹》（由 Palgrave 出版）、《廣告入門：理解和管理廣告過程》（由 Routledge 出版）、《醫療相關產業的行銷》（由 IAP 出版）和《廣告銀行服務中的情感訴求》（由 Emerald 出版）的作者。他還共同編輯了 5 本有關高等教育、綠色和時尚行銷的書籍。他的推特帳號是 @e_mogaji。
Ms. Anupama Ambika 是阿聯酋迪拜管理技術學院的行銷講師。她的研究興趣位於技術與消費者行為的交集，並已在領先的行銷和消費者行為期刊上發表研究。她在包括 IBM 和 Capgemini 在內的跨國公司擁有超過十年的行業經驗。
