Author: Dr. Archana Sarkar, Faculty of Management Studies, Indukaka Ipcowala Institute of Management, Charotar University of Science and Technology (CHARUSAT), Changa, Gujarat – 388421, India
Editors: Dr. Divya Mahajan, Dr. Saumya Vatsayan, Dr. Santosh Kumar, Dr. Priyanka Dadhich
ISBN: 978-81-963849-1-3
DOI: https://doi.org/10.59646/edbookc4/009
Abstract
By enhancing corporate marketing’s personalisation and enabling data extraction from client calls to the contact centre, AI strengthens the consumer journey. Data analysis and collection, in particular, are areas where Artificial Intelligence (AI) technology shines when it comes to gathering customer experience metrics. Chatbots, predictive analytics, voice help, sentiment analysis, and so forth may all learn from interactions with customers and become better over time. These portals use AI to provide recommendations based on a user’s past behaviours or frequently asked questions throughout the whole website, allowing them to detect and resolve issues before a client ever has to contact support. To save money and boost productivity, this chapter explains how to handle a high number of queries without hiring more people.