Artificial Intelligence in Customer Service: The Next Frontier for Personalized Engagement
暫譯: 客戶服務中的人工智慧：個性化互動的下一個前沿

這本編輯的專著闡明了人工智慧（AI）如何使客戶服務實現更高的客戶參與度、卓越的用戶體驗，以及提升客戶和員工的福祉。

隨著客戶期望要求服務部門提供24/7的可用性，市場壓力則要求以更低的成本達到更高的效率，企業已經接受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著嚴峻的挑戰。在這個背景下，本書的各章節通過真實案例捕捉了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。

Jagdish N. Sheth 教授擔任美國喬治亞州艾莫里大學的查爾斯·H·凱爾斯塔德市場營銷講座教授。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書籍。

Varsha Jain 教授是印度MICA的AGK市場營銷講座教授。她是四本「全球A」期刊的副編輯，並在許多高知名度的期刊上發表了超過120篇的出版物；她獲得了超過24項國內外獎項和學術金獎。

Emmanuel Mogaji 博士是倫敦格林威治大學廣告與市場營銷傳播的高級講師。他是高等教育學院（HEA）的院士，並著有教科書《品牌管理：通過故事講述的介紹》（Palgrave Macmillan, 2021）。他還共同編輯了五本有關高等教育、綠色及時尚市場營銷的書籍。

Anupama Ambika 女士是阿聯酋迪拜管理技術學院的市場營銷講師。她的研究興趣位於技術與消費者行為的交集，並在領先的市場營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。

​Prof. Jagdish N. Sheth holds the Charles H. Kellstadt Chair in Marketing at Emory University, Georgia, USA. He has published more than 300 research papers and 30 books across consumer behavior, multivariate methods, competitive strategy, relationship marketing, and emerging markets. His book, The Theory of Buyer Behavior (1969) with John A. Howard is a marketing classic. Dr. Sheth is a fellow of the American Psychological Association, American Marketing Association (AMA), and the Academy of Marketing Science. He was President of the Association for Consumer Research. Dr. Sheth is the recipient of all the top four academic awards bestowed by the AMA.
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.

賈吉什·N·謝特教授擔任美國喬治亞州艾默里大學的查爾斯·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。他與約翰·A·霍華德合著的《買方行為理論》（1969年）是行銷領域的經典著作。謝特博士是美國心理學會、美國行銷協會（AMA）和行銷科學學會的會員。他曾擔任消費者研究協會的會長。謝特博士是AMA頒發的四項最高學術獎項的獲得者。
瓦爾莎·賈因教授是印度MICA的AGK行銷講座教授。她是四本全球“A”級期刊的副編輯。她已發表超過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。賈因教授獲得超過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年年度副編輯獎，《消費者行為期刊》“2020-2021年首屆MICA AGK研究卓越獎”和《消費者行為期刊》的2020年年度評審獎。在她的研究生涯中，她曾擔任美國亞特蘭大艾默里商學院的訪問嘉賓，以及美國西北大學梅迪爾學院的訪問學者和嘉賓。

伊曼紐爾·莫加吉博士擁有行銷學博士學位，並且是倫敦格林威治大學廣告與行銷傳播的高級講師。伊曼紐爾的主要研究興趣是行銷傳播的ABCDE - 廣告、品牌、傳播、數位和倫理。他通過各種媒體（如印刷和社交媒體）研究對品牌和廣告的態度。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）、《醫療相關行業的行銷》（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本關於高等教育、綠色和時尚行銷的書籍。他的推特帳號是@e_mogaji。
安努帕瑪·安比卡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。