Artificial Intelligence in Customer Service

lt;b> 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 a Professor in Integrated Marketing Communications and the Doctoral Program and research co-chairperson at the MICA, India. She has authored over 100+ publications, including the European Journal of Marketing, International Journal of Information Management, and so on. Prof. Jain is the recipient of more than 22 national and international awards and gold medals in scholarship. The recent award includes "First MICA AGK Annual Award for Excellence in Research 2020-2021" and JCB Reviewer of the Year Award 2020", Journal of Consumer Behavior, USA. In her research career, she is visiting guest at Emory Business School, Atlanta, USA, and visiting scholar and guest at The Medill School, North-western 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 an FPM (Fellow Program in Management) scholar at the MICA, Ahmedabad (India). Her research interests are at the intersection of technology and consumer behavior, with publications in leading journals like the European Journal of Marketing and Journal of Consumer Behavior. Anupama is a PMI certified project manager (PMP) with a management degree specializing in Marketing. She has more than ten years of industry experience in marketing and management with leading organizations, including IBM and Capgemini.

Chapter 1: Artificial Intelligence in Customer Service: An Introduction to the Next Frontier to Personalized Engagement - Varsha Jain, Jagdish Sheth, Emmanuel Mogaji, Anupama Ambika.- Part 1: Introduction to AI and Customer Services.- Chapter 2: AI in Customer Service - A Service Revolution in the Making - Werner Kunz, Jochen Wirtz.- Chapter 3: Opportunities & Challenges of AI-Driven Customer Service - Rijul Chaturvedi, Sanjeev Verma.- Chapter 4: AI in Customer Service Strategy for Seamless Customer Experience Yuanyuan Cui, Patrick van Esch.- Part 2: Customer Engagement.- Chapter 5: Personalized and Contextual AI- Services Experience - Valentina Pitardi.- Chapter 6: Engaging Self-Service in a Customer Service Ecosystem - George Spais.- Chapter 7: Understanding the Role of Data in Artificial Intelligence-based Personalization - Subhadeep Mukerjee.-  Part 3: Customer Experience.- Chapter 8: Artificial Intelligence for Seamless Experience across Channels - Nguyen Phong Nguyen, Emmanuel Mogaji.- Chapter 9: Data Processing and AI-Technology Integration for Personalized Services - Gourav Roy, Varsha Jain, Parth Salunke.- Part 4: Customer and Employee Wellbeing.- Chapter 10: Use of AI With Ethics and Privacy for Personalized Customer Services - Damini Goyal Gupta, Varsha Jain.- Chapter 11: Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment -Sakshi Kathuria, Sudhir Rana.- Chapter 12: Role of Risk on Employees' Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing - Stefanie Paluch, Thomas Wittkop.