The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
Enhancing Customer Relationships With AI: Building Empathy Through Emotion AI, Robotics AI, and Sentiment Analysis
|
|
Author(s): Kirti (Chanakya National Law University, Patna, India)
Copyright: 2025
Pages: 38
Source title:
Demystifying Emotion AI, Robotics AI, and Sentiment Analysis in Customer Relationship Management
Source Author(s)/Editor(s): Fazla Rabby (Stanford Institute of Management and Technology, Australia), Nasim Ahmed (The University of Sydney, Australia), Amandeep Sehmi (Canterbury Institute of Management, Australia), Rohit Bansal (Rockford College, Sydney, Australia)and Nishita Pruthi (Asian School of Business, India)
DOI: 10.4018/979-8-3373-1867-7.ch010
Purchase
|
Abstract
In contemporary Customer Relationship Management (CRM), empathy plays a pivotal role in cultivating trust and long-term engagement. This chapter, Building Empathy with AI: Enhancing Customer Relationships, explores how Emotion AI, Robotics AI, and Sentiment Analysis are reshaping CRM by enabling context-aware, emotionally responsive interactions. Through tools such as facial recognition, vocal tone analysis, and sentiment detection, firms can interpret emotional cues in real time and tailor responses that resonate with customer needs. The chapter critically examines the integration of these technologies, emphasizing how they enhance service personalization while preserving a human-centric ethos. Drawing on case studies across sectors, it evaluates the ethical boundaries of emotional automation and proposes a framework to responsibly align AI innovation with empathy, privacy, and trust—offering practical insights for scholars, practitioners, and policymakers alike.
Related Content
|
Adil Ellikkal, Soniya Antony, Vengadesh Sakthivel, Pradeep Kumar Shinde, Chandan Chavadi, Jin Yong Park, Dhanabalan Thangam.
© 2026.
26 pages.
|
|
Md Mehedi Hasan Emon, Tahsina Khan.
© 2026.
30 pages.
|
|
Tafese Niguse, Shashi Kant, Kenesa Kebede, Zerihun Kinde Alemu.
© 2026.
28 pages.
|
|
Mustafa Kayyali.
© 2026.
30 pages.
|
|
Rimsha Shahid, Fasiha Batool, Muhammad Ashfaq, Sidra Ghulam Muhammad.
© 2026.
42 pages.
|
|
Amirreza Khosravi.
© 2026.
46 pages.
|
|
David Shakarishvili.
© 2026.
10 pages.
|
|
|