In the modern data-driven era, artificial intelligence (AI) and machine learning (ML) technologies that allow a computer to mimic intelligent human behavior are essential for organizations to achieve business excellence and assist organizations in extracting useful information from raw data. AI and ML have existed for decades, but in the age of big data, this sort of analysis is in higher demand than ever, especially for customer support and analytics.

The Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics investigates the applications of AI and ML and how they can be implemented to enhance customer support and analytics at various levels of organizations. This book is ideal for marketing professionals, managers, business owners, researchers, practitioners, academicians, instructors, university libraries, and students, and covers topics such as artificial intelligence, machine learning, supervised learning, deep learning, customer sentiment analysis, data mining, neural networks, and business analytics.

Coverage:

The many academic areas covered in this publication include, but are not limited to:

Artificial Intelligence
Business Analytics
Business Intelligence
Customer Engagement
Customer Sentiment Analysis
Data Mining
Deep Learning
Machine Learning
Neural Networks
Supervised Learning

Reviews & Statements

"Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics" offers a comprehensive exploration of artificial intelligence (AI) and machine learning (ML) advancements within the realms of customer support and analytics. This extensive handbook delves into the latest trends, methodologies, and real-world implementations of AI and ML, showcasing their transformative potential across various industries. Encompassing four distinct sections—Customer Analytics, Machine Learning for Optimization, Predictive Analytics, and Artificial Intelligence in Customer Support—this compilation elucidates the profound impact of these technologies on refining customer experiences and streamlining business operations. Authored by a collective assembly of experts, this anthology unveils innovative approaches and provides practical insights into leveraging the capabilities of AI and ML. Each chapter showcases a diverse range of applications, ranging from predictive analytics to optimization strategies, highlighting the versatility and practicality of these technologies. Designed for a diverse audience, including industry professionals, researchers, educators, and students, this handbook serves as a comprehensive resource, illuminating the versatile applications and future prospects of AI and ML in customer-centric domains. "Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics" stands as a collaborative effort, reflecting the collective expertise and dedication of its contributors toward unraveling the potential of AI and ML in shaping the future of customer-centric industries.

– Md Shamim Hossain, Associate Professor, Department of Marketing, Hajee Mohammad Danesh Science and Technology University (HSTU), Bangladesh

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Editor/Author Biographies

Md. Shamim Hossain is an accomplished academic and researcher in the field of marketing, with a research focus on the applications of machine learning in marketing, operations management, online business, e-marketing, self-service technologies (SSTs), e-commerce, m-banking, online customer behavior, and other areas of business. He received his Ph.D. in Business Management from the University of International Business and Economics (UIBE) in Beijing, China, and is currently an Associate Professor in the Department of Marketing at Hajee Mohammad Danesh Science and Technology University (HSTU) in Bangladesh. Dr. Hossain has published numerous research papers in prestigious journals, including the Journal of Retailing and Consumer Services, the Economic Analysis and Policy, the Journal of Food Quality, the Discrete Dynamics in Nature and Society, the Journal of Sport Psychology, the Journal of Hospitality and Tourism Insights, the Journal of Islamic Marketing, the FIIB Business Review, the Economic Research-Ekonomska Istraivanja, and the International Journal of Engineering Business Management. He has also contributed book chapters to several high-quality textbooks published by IGI-Global in the United States. In addition to his research work, Dr. Hossain is a dedicated teacher and has taught a variety of courses in marketing at HSTU. He is highly regarded for his engaging teaching style and his ability to make complex marketing concepts accessible and interesting. Dr. Hossain is a pioneer in the field of machine learning-based marketing and is actively engaged in research related to this area.

Ree Chan Ho, Ph.D., is an associate professor at Taylor’s University, Malaysia. Dr Ho has extensive academic leadership and research experience. His current and previous academic portfolio includes the dean, head of the department, director of postgraduate programs, stream coordinator, etc. Prior to his academic career, Dr. Ho worked in the capacity of regional manager for the development of corporate enterprise systems, particularly in the areas of enterprise, finance, and real estate. He serves as the editorial advisory board member and acts as a regular reviewer for several indexed journals. His current research interests include business innovation and technology, online business, artificial intelligence, immersive live streaming, fintech, social commerce, big data analytics, etc.

Goran Trajkovski Ph.D., MSML, MSCS, MBA, currently serves as a Senior Lead College Compliance Advisor at Western Governors University. He specializes in program, courseware, and assessmentware design and development for high-demand computing and data-science disciplines, and in the regulatory and accreditation processes in the higher education domain. He has been involved in the eLearning movement since its inception, through the conceptualization, development, and deployment of more than 35 undergraduate and graduate programs in a variety of disciplines for online delivery and leading the development of more than 300 online courses. During his three decades in Higher Education, he has served in a variety of instructional and administration roles, including Dean of the School of Computer Information Systems at Virginia International University, Executive Director of Adult and Graduate Studies at Marian University, and Director of Product Strategy and Development at Laureate Education, Inc.

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