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Intelligent Technologies and Robotics (R0)

Jagdish N. Sheth

Varsha Jain

Emmanuel Mogaji

Anupama Ambika

Artificial Intelligence in Customer Service

The Next Frontier for Personalized Engagement

&lt;p&gt;Chapter 1: Artificial Intelligence in Customer Service: An Introduction to the Next Frontier to Personalized Engagement -&amp;nbsp;Varsha Jain, Jagdish Sheth, Emmanuel Mogaji, Anupama Ambika.-&amp;nbsp;Part 1: Introduction to AI and Customer Services.-&amp;nbsp;Chapter 2: AI in Customer Service – A Service Revolution in the Making -&amp;nbsp;Werner Kunz, Jochen Wirtz.-&amp;nbsp;Chapter 3: Opportunities &amp; Challenges of AI-Driven Customer Service -&amp;nbsp;Rijul Chaturvedi,&amp;nbsp;Sanjeev Verma.-&amp;nbsp;Chapter 4: AI in Customer Service Strategy for Seamless Customer Experience&amp;nbsp;Yuanyuan Cui, Patrick van Esch.-&amp;nbsp;Part 2: Customer Engagement.-&amp;nbsp;Chapter 5: Personalized and Contextual AI- Services Experience -&amp;nbsp;Valentina Pitardi.-&amp;nbsp;Chapter 6: Engaging Self-Service in a Customer Service Ecosystem -&amp;nbsp;George Spais.-&amp;nbsp;Chapter 7: Understanding the Role of Data in Artificial Intelligence-based Personalization -&amp;nbsp;Subhadeep Mukerjee.-&amp;nbsp;&amp;nbsp;Part&amp;nbsp;3: Customer Experience.-&amp;nbsp;Chapter 8: Artificial Intelligence for Seamless Experience across Channels -&amp;nbsp;Nguyen Phong Nguyen, Emmanuel Mogaji.-&amp;nbsp;Chapter 9: Data Processing and AI-Technology Integration for Personalized Services -&amp;nbsp;Gourav Roy, Varsha Jain, Parth Salunke.-&amp;nbsp;Part&amp;nbsp;4: Customer and Employee Wellbeing.-&amp;nbsp;Chapter 10: Use of AI With Ethics and Privacy for Personalized Customer Services -&amp;nbsp;Damini Goyal Gupta, Varsha Jain.-&amp;nbsp;Chapter 11: Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment -Sakshi Kathuria, Sudhir Rana.-&amp;nbsp;Chapter 12: Role of Risk on Employees' Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing -&amp;nbsp;Stefanie Paluch, Thomas Wittkop.&lt;/p&gt;&lt;p&gt;&lt;/p&gt;

Law and Practical Reason

Moral Responsibility and Artificial Intelligence

Gelbe Erläuterungsbücher

Zum Werk
Durch die Verordnung zur Festlegung harmonisierter Vorschriften für Künstliche Intelligenz (KI-VO) sollen Standards in Bezug auf die Entwicklung und den Einsatz von KI gesetzt und damit auch die Wettbewerbsfähigkeit der EU in diesem Bereich sichergestellt werden.
Die Verordnung folgt dabei einem risikobasierten Ansatz, nach dem KI-Anwendungen ihrem potenziellen Risiko nach eingruppiert werden.
Der Kommentar stellt die einzelnen Vorschriften kompakt und praxisorientiert dar und gibt einen schnellen, aber dennoch fundierten Überblick über die für Künstliche Intelligenz geltenden Regelungen.

Vorteile auf einen Blick<ul><li>kompakte und praxisnahe Kommentierung</li><li>fundierter Überblick</li></ul>Zielgruppe
Für Anwaltskanzleien, Rechtsabteilungen in Unternehmen und Gerichte.

Zum Werk 
 Die europäische Verordnung über künstliche Intelligenz (KI-VO bzw. AI Act) setzt bisher nicht dagewesene Standards und stellt neue Vorgaben an Unternehmen und Organisationen in Bezug auf die Entwicklung und den Einsatz von KI-Modellen und -Systemen. Diese Anforderungen sind ausgehend von dem sog. risikobasierten Ansatz für die verschiedenen Formen von KI unterschiedlich ausgestaltet.
 
 Die KI-VO zielt dabei zum einen auf die Wahrung ethischer Standards und Transparenz ab und will zugleich strenge Sicherheitsvorgaben einführen. Dabei wird als eines der zentralen Ziele nicht zuletzt der Schutz personenbezogener Daten sowie die Wahrung der Privatsphäre angestrebt. Die neuen Regelungen und Verpflichtungen bringen, basierend auf den Erfahrungen im Zusammenhang mit anderen umfassenden neuartigen Rechtsrahmen, rechtliche Unsicherheiten für alle Akteure mit sich. Hier setzt der Kommentar an, um Hilfe bei der Anwendung und Auslegung der neuen Vorgaben zu geben, sodass Unternehmen und die weiteren Beteiligten ihre Technologien erfolgreich implementieren können.
 
 Der Kommentar stellt die einzelnen Vorschriften kompakt und praxisorientiert dar und gibt einen schnellen, aber dennoch fundierten Überblick über die nun für Künstliche Intelligenz geltenden Regelungen.
 Vorteile auf einen Blick<ul><li>kompakte und praxisnahe Kommentierung</li><li>fundierter Überblick über die neuen Regelungen</li></ul> Zielgruppe 
 Für Anwaltskanzleien, Rechtsabteilungen in Unternehmen, die öffentliche Verwaltung sowie die Justiz.

Verordnung über Künstliche Intelligenz

KI-VO

A guide to communicating professionally and authentically in today's workplace. Whether you are a leader, manager, or ambitious young professional, this book provides strategies you can use to communicate effectively and professionally without losing your own voice, command a room without dominating it, and inspire action without forcing it. Drawing on the author's experience teaching Business Communication courses and working for both international organizations and startups, you'll be equipped with proven techniques you can apply right away. Grounded in real-world examples, including how to write a persuasive email, how to navigate a difficult conversation with a colleague, how to craft an engaging virtual presentation, and how to effectively use AI as a support tool, Buxton covers all you need to know about written, spoken, and digital forms of communication.

Speaking and Writing with Professional Impact

Magnetic Communication

'An excellent look at what Palantir does, as well as a fascinating insight into the mind of its eccentric chief executive' TelegraphPalantir Technologies is the most interesting company in the world -&nbsp;and the most controversial.&nbsp;Palantir builds data integration software: its technology ingests vast quantities of information and quickly identifies patterns, trends and connections that might elude the human eye. Founded in 2003 to help the U.S. government in the war on terrorism - an early investor was the CIA - Palantir is now a $400 billion global colossus whose software is used by major intelligence services (including the Mossad), the U.S. military, the National Health Service in England, and corporate giants like Airbus and BP. From AI to counterterrorism to climate change to immigration to financial fraud to healthcare to the future of warfare, the company is at the nexus of the most critical issues of the twenty-first century.&nbsp;Its billionaire CEO, Alex Karp, is a distinctive figure on the global business scene. A biracial Jew who is also severely dyslexic, Karp has built Palantir into a tech giant despite having no background in either business or computer science. Instead, he's a trained philosopher who has become known for his strongly held views on a range of issues and for his willingness to grapple with the moral and ethical implications of Palantir's work. Those questions have taken on added urgency during the Trump era, which has also brought attention to the political activism of Karp's close friend and Palantir co-founder Peter Thiel.&nbsp;In The Philosopher in the Valley, journalist Michael Steinberger is the first to tell the story of Alex Karp and Palantir from the beginning. Steinberger offers new biographical details and a rich psychological portrait of the man leading one of the world's most secretive companies. Full of revelations, this is an urgent and insightful book about technological power, the surveillance state and the future we all face.

Alex Karp, Palantir and the Rise of the Surveillance State

The Philosopher in the Valley

Synthetic Media, Deepfakes, and Cyber Deception: Attacks, Analysis, and Defenses introduces the only analytical Synthetic Media Analysis Framework (SMAF) to help describe cyber threats and help security professionals anticipate and analyze attacks. This framework encompasses seven dimensions: Credibility, Control, Medium, Interactivity, Familiarity, Intended Target, and Evocation. Synthetic media is a broad term that encompasses the artificial manipulation, modification, and production of information, covering a spectrum from audio-video deepfakes to text-based chatbots. Synthetic media provides cyber attackers and scammers with a game-changing advantage over traditional ROSE attacks because they have the potential to convincingly impersonate close associates through text, imagery, voice, and video. This burgeoning threat has yet to be meaningfully addressed through any written treatment on the topic. The book is co-authored by three cyber influence and deception experts who have gained deep knowledge and experience on the topic through diverse, true operational pathways and backgrounds. The diversity and perspectives of the author team makes the content in the book the broadest and deepest treatment of synthetic media attacks available to readers.

Attacks, Analysis, and Defenses

Synthetic Media, Deepfakes, and Cyber Deception

An acclaimed New York Times Magazine writer brings us into the world of the controversial technology firm Palantir and its very colorful and outspoken CEO, Alex Karp, tracing the ascent of Big Data, the rise of surveillance technology, and the shifting global balance of power in the 21st century. Palantir builds data integration software: its technology ingests vast quantities of information and quickly identifies patterns, trends, and connections that might elude the human eye. Founded in 2003 to help the US government in the war on terrorism—an early investor was the CIA—Palantir is now a $400 billion global colossus whose software is used by major intelligence services (including the Mossad), the US military, dozens of federal agencies, and corporate giants like Airbus and BP. From AI to counterterrorism to climate change to immigration to financial fraud to the future of warfare, the company is at the nexus of the most critical issues of the 21st century. Its CEO, Alex Karp, is a distinctive figure on the global business scene. A biracial Jew who is also severely dyslexic, Karp has built Palantir into a tech giant despite having no background in either business or computer science. Instead, he’s a trained philosopher who has become known for his strongly held views on a range of issues and for his willingness to grapple with the moral and ethical implications of Palantir’s work. Those questions have taken on added urgency during the Trump era, which has also brought attention to the political activism of Karp’s close friend and Palantir cofounder Peter Thiel. In The Philosopher in the Valley, journalist Michael Steinberger explores the world of Alex Karp, Palantir, and the future that they are leading us toward. It is an urgent and illuminating work about one of Silicon Valley’s most secretive and powerful companies, whose technology is at the leading edge of the surveillance state.

Alex Karp, Palantir, and the Rise of the Surveillance State

Finding it hard to stay balanced amidst endless emails, notifications, and scrolling? This is the guide back to sanity you’ve been searching for. Peace and purpose can be difficult to find in our hyperconnected world. With breaking news, social media, and endless entertainment all at our fingertips, we often feel our attention is being pulled in a thousand directions at once. Drawing on the wisdom of ancient Buddhist teachings, Vincent Thibault offers a clear and compelling roadmap to help you transform the feeling of information overload into an overflowing abundance of compassion. With insights into the nuances of our digital age and practical advice rooted in mindfulness, Thibault teaches you how to work with breath, posture, and awareness to help you rewrite your relationship with technology, own your attention, and act with purpose. We don’t need to withdraw from the world to live a contemplative life. Instead, we can cultivate wisdom and compassion right in the middle of our noisy modern lives.

Finding it hard to stay balanced amidst endless emails, notifications, and scrolling? This is the guide back to sanity you’ve been searching for. Peace and purpose can be difficult to find in our hyperconnected world. With breaking news, social media, and endless entertainment all at our fingertips, we often feel our attention is being pulled in a thousand directions at once. Drawing on the wisdom of ancient Buddhist teachings, Vincent Thibault offers a clear and compelling roadmap to help you transform the feeling of information overload into an overflowing abundance of compassion. With insights into the nuances of our digital age and practical advice rooted in mindfulness, Thibault teaches you how to work with breath, posture, and awareness to help you rewrite your relationship with technology, own your attention, and act with purpose. We don’t need to withdraw from the world to live a contemplative life. Instead, we can cultivate wisdom and compassion right in the middle of our noisy modern lives.

A Buddhist Guide to Navigating the Chaos of the Digital Age

Overflow

AI and Constitutional Law in Europe

Democracy in the Age of Disinformation

A dazzling exploration of the phenomenon of prediction betting markets that asks: what happens when democracy becomes another commodity? For many, Donald Trump's decisive election victory over Kamala Harris in 2024 was a shock. Traditional polls had the race on a razor's edge. But, for those with eyes on prediction betting markets, a very different story was being told. In recent years, prediction markets have swept the world, fundamentally changing the nature of the gambling market, and making their youthful pioneers billionaires. Posed as binary 'Yes/No' questions about future events, prediction bets allow any difference of opinion - whether on politics, wars, assassinations or popular culture - to be financialised. But are these markets really a new phenomenon? What does it mean when markets get closer to the truth than the institutions we built to protect us? And what happens when those tasked with safeguarding democracy possess financial stakes in its volatility? From Renaissance Rome, where merchants wagered on papal conclaves, through London coffee house gossip during the Napoleonic Wars, to the Pentagon's ill-fated terrorism futures exchange, The Big Bet describes the full five-hundred-year arc of a permissive regime which no one designed and no one voted for. Drawing on deep expertise, Michael Auerbach examines how these markets are changing our world, and what they mean for the future of our democratic self-governance. Because they are not an anomaly - they are the logical endpoint of a society that has applied market capitalism to every aspect of life. And in a world when everything is a wager and nothing is off limits, knowing where the chips will fall matters more than ever.

Prediction Markets and the Future of Democracy

The Big Bet

Das Herausgeberwerk bietet einen fundierten Überblick über die Herausforderungen und den Einfluss von Künstlicher Intelligenz auf den Arbeitsalltag im Jahr 2030. Die Expertinnen und Experten aus Forschung und Praxis erläutern in ihren Beiträgen anhand von konkreten Beispielen, Praxistipps und Handlungsempfehlungen, wie Unternehmen die neue Welle der Entwicklung von Künstlicher Intelligenz, vor allem im Bereich der generativen KI, für sich nutzen können und welche Auswirkungen dies auf die Arbeitswelt von morgen hat.Die 2., überarbeitete und erweiterte Auflage enthält viele neue Beiträge über den Einfluss Künstlicher Intelligenz auf die Arbeitswelt sowie über die KI-Auswirkungen auf ausgewählte Branchen.Der Inhalt<ul><li>Erfolgreiche KI-Einführung &amp; KI-Kompetenzen</li><li>Transformation durch KI</li><li>Rechtliche Aspekte von KI</li><li>Ethische Aspekte von KI</li><li>KI in der medizinischen und pharmazeutischen Arbeitswelt</li><li>KI in der Produktion</li><li>KI in der industriellen Arbeitswelt</li><li>KI in Versorgung, Mobilität und Logistik</li><li>KI in der wirtschaftlichen Arbeitswelt</li><li>KI in HR und Finance</li></ul>Die Herausgeber Dr. Inka Knappertsbusch
 ist Rechtsanwältin im Bereich Arbeitsrecht, KI und Beschäftigtendatenschutz. Der Schwerpunkt von Inka Knappertsbusch liegt auf der arbeitsrechtlichen Beratung im Rahmen von Restrukturierungen und Betriebsvereinbarungen, insbesondere zu IT, KI und New Work. Sie ist Autorin zahlreicher Fachartikel und Mitherausgeberin der Bücher "Die Zukunft der Arbeit" und "New Work und Arbeitsschutz".&nbsp;
 Kai Gondlach
 ist Geschäftsführer des PROFORE Zukunftsinstituts und studierter Soziologe, Politik-/Verwaltungswissenschaftler und Zukunftsforscher. Er forscht insbesondere in den drei Themengebieten Digitalisierung &amp; KI, Arbeitswelten &amp; Bildung sowie Klima &amp; Nachhaltigkeit. Die Ergebnisse fließen in seine Keynote-Vorträge, Bücher, seinen Podcast sowie seinen Blog ein.

Das Herausgeberwerk bietet einen fundierten Überblick über die Herausforderungen und den Einfluss von Künstlicher Intelligenz auf den Arbeitsalltag im Jahr 2030. Die Expertinnen und Experten aus Forschung und Praxis erläutern in ihren Beiträgen anhand von konkreten Beispielen, Praxistipps und Handlungsempfehlungen, wie Unternehmen die neue Welle der Entwicklung von Künstlicher Intelligenz, vor allem im Bereich der generativen KI, für sich nutzen können und welche Auswirkungen dies auf die Arbeitswelt von morgen hat.Die 2., überarbeitete und erweiterte Auflage enthält viele neue Beiträge über den Einfluss Künstlicher Intelligenz auf die Arbeitswelt sowie über die KI-Auswirkungen auf ausgewählte Branchen.

Herausforderungen und Strategien für die Arbeit von morgen

Arbeitswelt und KI 2030

Platform Supply Chains in the AI Era

This open access book provides a systematic and in-depth analysis of the critical risks inherent in modern platform-based supply chains. Employing rigorous analytical methods, including game theory and advanced, computationally efficient simulation techniques, it delves into three core areas: operational risks, information and data risks, and quality and compliance risks. The book moves beyond traditional supply chain paradigms to address challenges unique to the platform economy. This includes the strategic threat of platforms using seller data to launch competing products, the complex trade-offs in managing third-party product quality, the impact of reactive capacity on quality decisions, and the challenge of optimizing inventory across networks of unprecedented scale.
 
 It is an essential resource for graduate students, academic researchers, and advanced practitioners in the fields of operations management, supply chain management, and information systems. The content is suitable for readers with a graduate-level understanding of these disciplines.

Risk Management

Platform Supply Chains 5

Project Management, Planning and Control: Managing Engineering, Construction and Manufacturing Projects to PMI, APM and BSI Standards, Ninth Edition is a comprehensive guide designed to equip the reader with essential principles and techniques for managing engineering and technical projects from start to finish. This ninth edition is a widely recommended handbook, now enhanced with fresh insights to meet the evolving needs of project management professionals. Featuring brand new case studies, this edition includes significant updates on governance, adjudication, Building Information Modeling (BIM), agile project management, culture and diversity, international projects, sustainability, artificial intelligence, and digital tools. Chapters are restructured with clearly titled sections organized by theme, improving clarity and usability. Ideal for those pursuing Project Management Professional (PMP) qualifications, this edition aligns with the latest Project Management Body of Knowledge (PMBOK) from both the Project Management Institute (PMI) and the Association of Project Management (APM). It also includes questions and answers to help readers test their understanding. This book is an indispensable resource for both students and seasoned professionals seeking to master project management.

The Art and Discipline of Delivery

Project Management, Planning and Control

Artificial Intelligence in Customer Service

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