Artificial Intelligence for Customer Relationship Management: Solving Customer Problems
暫譯: 客戶關係管理中的人工智慧：解決客戶問題
Galitsky, Boris
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商品描述
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 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.
After we learn to detect fake content, deception and hypocrisy, we examine the domain of customer complaints. We simulate mental states, attitudes and emotions of a complainant and try to predict his behavior. Having suggested graph-based formal representations of complaint scenarios, we machine-learn them to identify the best action the customer support organization can chose to retain the complainant as a customer.
商品描述(中文翻譯)
本研究專著的第二卷描述了人工智慧在客戶關係管理（Customer Relationship Management, CRM）領域中的多種應用，重點在於解決客戶問題。我們設計了一個系統，旨在理解客戶的投訴、情緒，以及如何解決產品或服務的問題。
為了有效解決客戶問題，我們與客戶保持對話，以便澄清問題並尋找多種解決方案。我們引入了基於話語分析的對話管理：這是一種系統性的語言學方法，用於處理要傳遞內容的作者的思維過程。我們分析用戶的情感和個人特徵，以便為個別客戶量身定制對話管理。我們還設計了多個CRM對話場景，並根據特定模式提供回覆，並提出針對與客戶進行各種溝通方式的虛擬和社交對話。
在學會檢測虛假內容、欺騙和虛偽之後，我們檢視客戶投訴的領域。我們模擬投訴者的心理狀態、態度和情感，並試圖預測他的行為。在提出基於圖形的投訴場景的正式表示後，我們利用機器學習來識別客戶支持組織可以選擇的最佳行動，以保留投訴者作為客戶。
