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1. |
Record Nr. |
UNINA9910483390703321 |
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Autore |
Galitsky Boris |
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Titolo |
Artificial intelligence for customer relationship management : solving customer problems / / Boris Galitsky |
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Pubbl/distr/stampa |
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Cham, Switzerland : , : Springer, , [2021] |
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©2021 |
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ISBN |
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Edizione |
[1st ed. 2021.] |
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Descrizione fisica |
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1 online resource (XIX, 463 p. 226 illus., 112 illus. in color.) |
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Collana |
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Human-Computer Interaction Series |
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Disciplina |
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Soggetti |
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User interfaces (Computer systems) |
Customer relations - Management |
Artificial intelligence |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Nota di contenuto |
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Chatbots for CRM and Dialogue Management -- Recommendation by Joining a Human Conversation -- Adjusting Chatbot Conversation to User Personality and Mood -- A Virtual Social Promotion Chatbot with Persuasion and Rhetorical Coordination -- Concluding a CRM Session -- Truth, Lie and Hypocrisy -- Reasoning for Resolving Customer Complaints- Concept-based Learning of Complainant’s Behavior -- Reasoning and Simulation of Mental Attitudes of a Customer -- CRM Becomes Seriously Ill -- Conclusions. |
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Sommario/riassunto |
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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 |
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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. |
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2. |
Record Nr. |
UNINA9910828470103321 |
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Autore |
Bergman Marcelo |
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Titolo |
Tax evasion and the rule of law in Latin America : the political culture of cheating and compliance in Argentina and Chile / / Marcelo Bergman |
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Pubbl/distr/stampa |
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University Park, Pennsylvania : , : Pennsylvania State University Press, , [2009] |
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©2009 |
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ISBN |
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0-271-07364-0 |
0-271-05881-1 |
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Descrizione fisica |
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1 online resource (xiv, 264 p. ) : ill. ; |
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Disciplina |
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Soggetti |
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Tax evasion - Argentina |
Tax administration and procedure - Argentina |
Tax evasion - Chile |
Taxation - Law and legislation - Chile |
Taxation - Law and legislation - Argentina |
Taxpayer compliance - Chile |
Taxpayer compliance - Argentina |
Tax administration and procedure - Chile |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Bibliographic Level Mode of Issuance: Monograph |
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Nota di bibliografia |
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Includes bibliographical references (p. [247]-259) and index. |
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Nota di contenuto |
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Compliance and enforcement -- Measuring tax compliance in Chile and Argentina -- Taxpayers' perceptions of government enforcement -- |
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General deterrence : impunity and sanctions in taxation -- Specific deterrence and its effects on individual compliance -- The role of trust, reciprocity, and solidarity in tax compliance -- Social mechanisms in tax evasion and tax compliance. |
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Sommario/riassunto |
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"Compares the tax systems in Argentina and Chile. Examines differences in law abidance between the two countries and the effectiveness of legal enforcement"--Provided by publisher. |
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