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Transforming CRM Through Artificial Intelligence

Transforming CRM Through Artificial Intelligence
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Author(s): Abhinav Chaturvedi (Bennett University, India) and Mukesh Chaturvedi (Management Development Institute, Gurgaon, India)
Copyright: 2022
Pages: 16
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.ch004


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The present times are disrupting times for every kind of business and every aspect of a business. It is not about contactlessness; it is about seamlessness. The auto manufacturers have already started “Amazoning” dealerships. Brands are developing customer-specific platforms like, where one can explore the range, check the price, select dealer, search inventory, and schedule test drives. The brand Cadillac creates virtual reality experiences in Google Search, wherein a car appears in a living room through a phone call. One can see how it looks, walk around it, open the doors, and get a sense of the interior. This chapter explores the transformation of CRM through artificial intelligence.

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