Leveraging Deep Learning for Personalized Customer Experience Management

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Author(s): Usharani Bhimavarapu (Department of Computer Science and Engineering, Koneru Lakshmaiah Education Foundation, Vaddeswaram, India)
Copyright: 2026
Pages: 28
Source title: Harnessing Data Science for Sustainable Insurance
Source Author(s)/Editor(s): Gagan Kukreja (College of Business Administration, University of Bahrain, Bahrain), Ayben Koy (Fenerbahçe University, Turkey), Pooja Kansra (Mittal School of Business, Lovely Professional University, India), Diksha Verma (Chandigarh Business School of Administration, Landran Mohali, India)and S.L. Gupta (Birla Institute of Technology, India)
DOI: 10.4018/979-8-3373-1882-0.ch014

Keywords: Business Science Reference / Data Analysis & Statistics / Library & Information Science / Sustainable Business Practices

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Abstract

Since the dawn of the digital era, customer experience has been among the key pillars on which companies must attain competitiveness and win over customers. This research explores innovative methods of building customer experiences through new technologies, i.e., machine learning and deep learning algorithms. Utilizing Convolutional Neural Networks (CNNs) as part of its rollout, the technique brings multimodal streams of data, such as social media, web activity, and customer reviews, together in an attempt to provide relevant insights. The primary elements of the technique involve feature selection with Ant Colony Optimization (ACO), data preprocessing, and applications of deep CNN architectures. Such approaches allow companies to recognize deep-rooted customer desires and provide tailored real-time suggestions, thereby enhancing satisfaction and interaction. This article outlines the disruptive potential of AI-based approaches to defining the next-generation customer experience management platform.

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Leveraging Deep Learning for Personalized Customer Experience Management

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