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This book addresses the development and adoption of artificial intelligence (AI) in and by companies and the consequent need for private sector AI regulation. Highlighting the challenges to responsible business conduct and considering stakeholder interests, it identifies ethical concerns and discusses AI standards and AI norms. Based on this needs-based analysis, the author chooses relational economics as a suitable approach to develop a theoretical AI governance model. In doing so, AI is conceptualized within relational economics in the form of an autopoietic system. Building on this theoretical contribution, the book specifies the governance adaptivity of the relational AI governance approach for an unregulated AI market and for the case of the pending E.U. AI regulation, and complements it with inductively conducted categories that summarize the main research streams in AI ethics.
Artificial intelligence - and social responsibility. Two topics that are at the top of the business agenda. This book discusses in theory and practice how both topics influence each other. In addition to impulses from the current often controversial scientific discussion, it presents case studies from companies dealing with the specific challenges of artificial intelligence. Particular emphasis is placed on the opportunities that artificial intelligence (AI) offers for companies from different industries. The book shows how dealing with the tension between AI and challenges caused by new corporate social responsibility creates strategic opportunities and also innovation opportunities. It highlights the active involvement of stakeholders in the design process, which is meant to build trust among customers and the public and thus contributes to the innovation and acceptance of artificial intelligence. The book is aimed at researchers and practitioners in the fields of corporate social responsibility as well as artificial intelligence and digitalization. The chapter "Exploring AI with purpose" is available open access under a Creative Commons Attribution 4.0 International License via link.springer.com.
Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders.
This research monograph brings AI to the field of Customer Relationship Management (CRM) to make a customer experience with a product or service smart and enjoyable. AI is here to help customers to get a refund for a canceled flight, unfreeze a banking account or get a health test result. Today, CRM has evolved from storing and analyzing customers’ data to predicting and understanding their behavior by putting a CRM system in a customers’ shoes. Hence advanced reasoning with learning from small data, about customers’ attitudes, introspection, reading between the lines of customer communication and explainability need to come into play. Artificial Intelligence for Customer Relationship Management leverages a number of Natural Language Processing (NLP), Machine Learning (ML), simulation and reasoning techniques to enable CRM with intelligence. An effective and robust CRM needs to be able to chat with customers, providing desired information, completing their transactions and resolving their problems. It introduces a systematic means of ascertaining a customers’ frame of mind, their intents and attitudes to determine when to provide a thorough answer, a recommendation, an explanation, a proper argument, timely advice and promotion or compensation. The author employs a spectrum of ML methods, from deterministic to statistical to deep, to predict customer behavior and anticipate possible complaints, assuring customer retention efficiently. Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals.
Understand the reality of contemporary organizational leadership with the second edition of this thought-provoking textbook. Through an analysis of key theories and topical issues such as innovation, gender, power, ethics and environmental sustainability, the authors deftly illustrate how leadership cannot be extricated from the wider organizational context and why leadership is increasingly seen as a shared endeavour between leaders and followers. The book has been fully updated, with a new introduction discussing the challenges faced by leaders during the Covid-19 pandemic as well as a Foreword by Mary Robinson. NEW to this edition: A new chapter on Team Leadership looks at team dynamics, the role of technology in teamworking and the challenges arising for virtual teams A new chapter on Leadership and Artificial Intelligence covers the rise of AI and big data, and how AI affects the employment relationship and leader-follower relations A new Ethical Spotlight feature in all chapters explores ethical issues faced by leaders and encourages reflection Suitable for undergraduate and postgraduate students studying leadership. John Bratton is Honorary Professor in the Management School at Queen′s University Belfast, Northern Ireland.
This cutting-edge Handbook provides a global perspective on the current issues affecting water politics and governance. Focusing in particular on the policy-making process and the power dynamics that it involves, it showcases the emerging diversity of objectives, instruments and governance approaches in the field of water resources.
"Book abstract: The Oxford Handbook of AI Governance examines how artificial intelligence (AI) interacts with and influences governance systems. It also examines how governance systems influence and interact with AI. The handbook spans forty-nine chapters across nine major sections. These sections are (1) Introduction and Overview, (2) Value Foundations of AI Governance, (3) Developing an AI Governance Regulatory Ecosystem, (4) Frameworks and Approaches for AI Governance, (5) Assessment and Implementation of AI Governance, (6) AI Governance from the Ground Up, (7) Economic Dimensions of AI Governance, (8) Domestic Policy Applications of AI, and (9) International Politics and AI"--
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.
The 21st century is on the verge of a possible total economic and political revolution. Technological advances in robotics, computing and digital communications have the potential to completely transform how people live and work. Even more radically, humans will soon be interacting with artificial intelligence (A.I.) as a normal and essential part of their daily existence. What is needed now more than ever is to rethink social relations to meet the challenges of this soon-to-arrive "smart" world. This book proposes an original theory of trans-human relations for this coming future. Drawing on insights from organisational studies, critical theory, psychology and futurism - it will chart for readers the coming changes to identity, institutions and governance in a world populated by intelligent human and non-human actors alike. It will be characterised by a fresh emphasis on infusing programming with values of social justice, protecting the rights and views of all forms of "consciousness" and creating the structures and practices necessary for encouraging a culture of "mutual intelligent design". To do so means moving beyond our anthropocentric worldview of today and expanding our assumptions about the state of tomorrow's politics, institutions, laws and even everyday existence. Critically such a profound shift demands transcending humanist paradigms of a world created for and by humans and instead opening ourselves to a new reality where non-human intelligence and cyborgs are increasingly central.