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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;

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

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

AI and Constitutional Law in Europe

Democracy in the Age of Disinformation

Humanity's most spectacular era yet is increasingly within reach.So why are we doing everything we can to hold it back?The bestselling author of The Rational Optimist delivers a daring vision of the future - one that is potentially dazzling, but only if we stop sleepwalking into self-inflicted decline.We're on the brink of a truly spectacular explosion of productivity and prosperity, argues Matt Ridley, thanks to a combination of artificial intelligence, material science and genomic knowledge that is unprecedented in its scope and implications. With characteristic wit and ferocity, he confronts the irrational pessimism that dominates public discourse and examines the bureaucratic bloat, regulatory overreach, ideological superstition and crony capitalism that stand in the way.Optimistic in conclusion but unsparing in its analysis, The Flourishing is a rousing call to achieve and innovate by refusing to settle for a merely adequate future when a magnificent one is within reach.

The Radical Pessimist

The edited volume explores the building blocks of the new EU Product Liability Directive. Offering normative and comparative perspectives, it examines its role within the broader legislative framework. The volume also looks specifically at its application to artificial intelligence. Rigorous and comprehensive, it is a magisterial overview of this transformational legislation.

Doctrinal, Comparative and Interdisciplinary Approaches

New Product Liability Directive

An in-depth exploration of the network of agencies involved in policing child pornography—and what the future of security and care looks like. Facing the Child investigates the technocratic expertise in the policing of child sexual abuse material (CSAM). Mitali Thakor argues that CSAM has come to be framed as primarily a digital problem, to be resolved digitally, thereby unleashing a new form of corporatized policing helmed by global technology companies. Ambitious in scope, this multi-sited global ethnography draws on four years of original fieldwork and interviews with technology companies in the US, the United Nations in Bangkok, Thai and Dutch NGOs, and law enforcement in the US and the Netherlands. The book argues that in the 2010s, a network of technology companies, NGOs, and law enforcement created the notion of a “virtual child” in need of techno-solutionist saving to justify a vast expansion of surveillance technologies. The book examines how pervasive myths of child abuse online were exploited to serve the aims of seemingly disparate groups, from Christian neo-abolitionists to NGOs conducting virtual sting operations. It is this complex relationship between the care and securitization needed to fix the child victim as an object of data, concern, and rescue that the book explores.

An in-depth exploration of the network of agencies involved in policing child pornography—and what the future of security and care looks like. Facing the Child investigates the technocratic expertise in the policing of child sexual abuse material (CSAM). Mitali Thakor argues that CSAM has come to be framed as primarily a digital problem, to be resolved digitally, thereby unleashing a new form of corporatized policing helmed by global technology companies. Ambitious in scope, this multi-sited global ethnography draws on four years of original fieldwork and interviews with technology companies in the US, the United Nations in Bangkok, Thai and Dutch NGOs, and law enforcement in the US and the Netherlands. The book argues that in the 2010s, a network of technology companies, NGOs, and law enforcement created the notion of a “virtual child” in need of techno-solutionist saving to justify a vast expansion of surveillance technologies. The book examines how pervasive myths of child abuse online were exploited to serve the aims of seemingly disparate groups, from Christian neo-abolitionists to NGOs conducting virtual sting operations. It is this complex relationship between the care and securitization needed to fix the child victim as an object of data, concern, and rescue that the book explores.

Surveillance, Care, and the Policing of Violent Images Online

Facing the Child

Sustainable Development Goals Series

Building effective partnerships is essential for advancing the circular economy, yet it is also one of the greatest challenges of sustainability transitions. This book explores how diverse stakeholders, including governments, businesses, NGOs, academia, and civil society, can overcome fragmented efforts and establish long-term, systemic collaborations. Drawing on extensive research and real-world examples, the book provides a clear framework for understanding the building blocks, principles, and resilience mechanisms that facilitate effective partnerships. Practitioners will find practical tools and actionable strategies to design and sustain collaborations, and scholars will gain a unified theoretical perspective on governance and transition dynamics. By bridging academic and practical approaches, the book supports progress toward SDG 17: Partnerships for the Goals, demonstrating how cross-sectoral cooperation can drive circular and sustainable transformation.

Towards Systemic Change in the Circular Economy

Mastering Sustainable Partnerships

Why the consequences of a prolonged period of weaker economic growth will be more profound than anyone dares to predictIn the heady progress of the post-war era, our lifestyles changed, our political systems adapted, and rapid economic growth became the model of every developed economy. But this prevailing consensus is falling apart around us. Growth is now, at best, no more than anaemic. Policymakers dream about an AI revolution and tweak their fiscal rules to accommodate a newly-austere economic reality but, all the while, government debt soars, financial markets become increasingly jittery, and voters lose trust in their politicians.Celebrated economist Stephen D. King asks how our politics will adapt to such persistently low growth. While leaders make fiscal promises based on a future that is unlikely to materialise, nationalism thrives, battlelines are drawn between perceived winners and losers, and the rules-based international order crumbles. The absence of growth triggers invidious political wrangling over tax, welfare, defence and infrastructure, intensifies competition for resources, and leads to social instability.King shows how our new world is governed by them-and-us divisions over limited economic spoils. This is the political economy of plunder.&nbsp;

Winners and Losers in the Low Growth Era

The Age of Plunder

Design AI-powered learning experiences that drive engagement, performance and measurable business impact. Learning Experience Design by Donald Clark is a strategic guide for senior learning professionals who need to modernize learning in an AI-driven world. As organizations adopt generative technologies, this book shows how to move beyond outdated course-led models and build adaptive, human-centred learning ecosystems. Focusing on the evolving role of the learning designer, this updated edition combines learning science, data insight and AI capability to help you design scalable, personalized and effective learning strategies. Drawing on research and real-world examples, it addresses the critical challenges of engagement, ethics and skills sustainability. You will learn how to: -Design AI-enabled learning experiences that adapt to learner needs - Use data, context and performance signals to personalize learning - Integrate simulations, games and workflow learning effectively - Employ ethical AI use and support sustainable skills development &gt;This book equips you to lead the transformation of learning, delivering smarter, scalable and more impactful outcomes across your organization. Themes include: learning experience design, AI in learning, adaptive learning, workplace learning, learning strategy, performance support

How to Build Effective Learning in the Age of AI

Learning Experience Design

This book provides the first in-depth scholarly analysis of fraud, the highest volume crime in England and Wales, addressing the challenges faced in building a principled criminal law response by presenting an innovative normative analysis. The UK is now in a pandemic of fraud. There were 4.6 million fraud offences recorded in the year ending March 2021, accounting for 42% of all crime committed against individuals. Fraud is now the highest volume crime in England and Wales; its incidence in the first half of 2021 was described by UK Finance as a 'national security threat'. The book provides the answers to key questions, such as: - How can the rapidly changing nature of fraud be understood and mapped by criminal lawyers? - How does fraud connect to economic crime more broadly? - Is the current landscape for criminalising fraud fit for purpose, in the light of changes to the nature and complexity of wrongdoing? - What are the principled limits to using Artificial Intelligence technologies to detect and to penalise fraud? - Which principles should inform fraud criminalisation and governance following the COVID-19 pandemic, to meet the challenges of a digital age and a stretched criminal justice system?

The Future of Criminalisation of Fraud in England and Wales

The Fraud Pandemic

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

Artificial Intelligence in Customer Service

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