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The Growing Role of Artificial Intelligence in Customer Service and Personalized Engagement

Summary

Artificial Intelligence (AI) is increasingly being utilized in customer service and personalized engagement, not just through chatbots employed by major brands. From content recommendations on OTT platforms to designing demographically targeted campaigns, this technology is present everywhere. Recently, Professor Varsha […]

The Growing Role of Artificial Intelligence in Customer Service and Personalized Engagement

Artificial Intelligence (AI) is increasingly being utilized in customer service and personalized engagement, not just through chatbots employed by major brands. From content recommendations on OTT platforms to designing demographically targeted campaigns, this technology is present everywhere. Recently, Professor Varsha Jain from MICA University, in collaboration with global experts, published the book “Artificial Intelligence in Customer Service: The Next Frontier for Personalized Engagement,” which describes the journey of AI in consumer service around the world and its impact on the industry.

Professor Jain emphasized that AI has become an essential part of customer service and, like any new technology, was initially perceived as a challenge to the existing order. The book showcases numerous examples of creative AI use by corporations and brands worldwide. For instance, OTT platforms employ AI to segment consumers based on their viewing habits, while technology companies utilize predictive systems for automated completion and understanding of user behavior based on searches and keywords. Additionally, brands employ AI for designing personalized marketing campaigns.

This book aims to highlight the significance of AI in customer service and encourage further adoption of this technology according to consumer needs and demands. It calls on companies to be innovative and leverage the opportunities that AI provides to enhance the user experience.

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