Applying Artificial Intelligence in CRM: Case Studies of Intelligent Virtual Agents and Pegasystems

Abstract:

It is highly technical and specialized for AI research, and deeply divided into subfields that often fail to communicate with each other. Subfields have grown up around particular institutions, the work of individual researchers, the solution of specific problems, longstanding differences of opinion about how AI should be done and the application of widely differing tools. The central problems of AI include such traits as reasoning, knowledge, planning, learning, communication, perception and the ability to move and manipulate objects. Currently, in the form of applications of AI, is slowly making its way out of laboratories into the mainstream market. The study reviews AI and CRM, the evolution of CRM: XRM, the applications of AI in CRM including customer support automation, automated online assistant and online and telephone customer service. Finally, the study examines the applications of AI in CRM via two case studies of Intelligent Virtual Agents (IVAs) and Pegasystems to link the theories and practices.

• Periodical: Applied Mechanics and Materials (Volumes 182-183)
• Pages: 878-882
• DOI: https://doi.org/10.4028/www.scientific.net/AMM.182-183.878
• Online since: June 2012
• Authors: Te Fu Chen
• Keywords: AI, CRM, Customer Service, IVA, XRM

References

[1] Whatis. com, Definition of AI (Artificial Intelligence), (2011), http: /searchcio. techtarget. com/definition/AI.

[2] Brooke Borel, A Ping-Pong-Playing Terminator Your table-tennis dynasty is toast, (2010), http: /www. popsci. com /technology/article/2010-02/ping-pong-playing-terminator.

[3] Poole, David; Mackworth, Alan; Goebel, Randy, Computational Intelligence: A Logical 3. Approach. New York: Oxford University Press, (1998), http: /www. cs. ubc. ca/spider/poole/ci. html.

[4] Nilsson, Nils, Artificial Intelligence: A New Synthesis. Morgan Kaufmann Publishers, (1998).

[5] Russell, Stuart J.; Norvig, Peter, Artificial Intelligence: A Modern Approach (2nd ed. ), Upper Saddle River, New Jersey: Prentice Hall, (2003), p.27, 32–58, 968–972.

[6] Crevier, Daniel, AI: The Tumultuous Search for Artificial Intelligence, New York, NY: BasicBooks, (1993).

[7] Skillings, Jonathan, Getting Machines to Think Like Us,. cnet. (2006), http: /news. cnet. com/Getting -machines-to- think-like-us/2008-11394_3-6090207. html. Retrieved February 3, (2011).

[8] McCarthy, John, What Is Artificial Intelligence?, Computer Science Department, Stanford University (2007), http: /www-formal. stanford. edu/jmc/whatisai/whatisai. html.

[9] Fearn, Nicholas, The Latest Answers to the Oldest Questions: A Philosophical Adventure with the World's Greatest Thinkers. New York: Grove Press, (2007).

[10] McCorduck, Pamela, Machines Who Think (2nd ed. ), Natick, MA: A. K. Peters, Ltd., (2004), p.34, p. xviii, p.3, p.340–400.