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الصفحة 1
الصفحة 1
Artificial intelligence for customer relationship management : Solving customer problems
This book 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.
Advances in Natural Multimodal Dialogue Systems
The chapters in this book jointly contribute to what we shall call the fieldof natural and multimodal interactive systems engineering. This is not yet awell-established field of research and commercial development but, rather, anemerging one in all respects. It brings together, in a process that, arguably, wasbound to happen, contributors from many different, and often far more estab-lished, fields of research and industrial development. To mention but a few,these include speech technology, computer graphics and computer vision. Thefield’s rapid expansion seems driven by a shared vision of the potential of newinteractive modalities of information representation and exchange for radicallytransforming the world of computer systems, networks, devices, applications,etc.
