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Artifical Intelligence and CRM: A Case of Telecom Industry

Artifical Intelligence and CRM: A Case of Telecom Industry
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Author(s): Shailja Dixit (Amity University, Lucknow, India)
Copyright: 2022
Pages: 23
Source title: Adoption and Implementation of AI in Customer Relationship Management
Source Author(s)/Editor(s): Surabhi Singh (IMS Ghaziabad, India)
DOI: 10.4018/978-1-7998-7959-6.ch006

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Abstract

Disruptive technologies such as IoT, big data analytics, blockchain, and AI have changed the ways businesses operate, with AI holding immense marketing transformation potential. AI is influencing marketing strategies, business models, sales processes, customer service options, and customer behaviors. AI-CRM's improving ability to predict customer lifetime value will generate an inevitable rise in implementing adapted treatment of customers, leading to greater customer prioritization and service discrimination in markets. CSPs are working through the challenging process of digital transformation, driven by the need to compete with fast-moving OTT and consumer tech players. CSPs need to move quickly and can advance digital transformation with solutions that leverage AI which can drive value across the business from network optimization and data analytics through to customer care and marketing engagement. The chapter tries to identify how AI is impacting the CRM in the telecom industry and leveraging the benefits of this technology for better customer management and growth.

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