Abstract
This chapter is an Introduction to both volumes of this Artificial Intelligence for Customer Relationship Management book: Volume 1 “Keeping Customers Informed” and Volume 2 “Solving Customer Problems”. We analyze AI adoption in Customer Relationship Management (CRM), briefly survey current trends, introduce AI CRM companies and discuss what kind of machine learning (ML) is best to support CRM. We explore where CRM is today and identify a lack of intelligence as a major bottleneck of current CRM systems. A hint to the reader is given on how to navigate this book.
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Galitsky, B. (2020). Introduction to Volume 1 and Volume 2. In: Artificial Intelligence for Customer Relationship Management. Human–Computer Interaction Series. Springer, Cham. https://doi.org/10.1007/978-3-030-52167-7_1
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DOI: https://doi.org/10.1007/978-3-030-52167-7_1
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