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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;

The demand to keep up with ongoing innovation can be intense in the fast-changing realm of high technology and academic research. Authored by experienced hi-tech industry veterans, this book explores how to navigate the challenges faced in fast-paced industries such as semiconductors, artificial intelligence, and advanced research while staying true to one's passions and purpose. It discusses the importance of continuous learning, unlearning outdated paradigms, and relearning new skills to remain relevant and resilient. The book emphasizes the power of aligning your work with your values and high standards to achieve personal success and create a meaningful impact on the world. A collection of inspiring success stories from diverse pioneers in high-tech and academic fields, along with the author's own experiences, highlights the strategies and mindsets needed to develop groundbreaking technologies and nurture the next generation of innovators.Innovate, Adapt, Thrive: Mastering Change in High-Tech and Academia
 is not just a guide to personal and professional growth but a call to action for readers to carry forward the legacy of innovation and purpose. Whether you're pushing the boundaries of technology or nurturing the next generation of visionary thinkers, it gives you the inspiration and tools to make a meaningful mark on the future.
 <ul><li>Offers strategies for staying relevant in fast-evolving industries via continuous learning, unlearning, and relearning;</li><li>Provides insights on mentoring the next generation of leaders, ensuring the legacy of innovation and purpose continues;</li><li>Features real-life stories of innovators and leaders who left a lasting impact in high-tech fields and academia.</li></ul>

Mastering Challenges and Change in High-Tech and Academia

Innovate, Adapt, Thrive

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

A practical guide to navigating AI's transformation of literacy and education, this book combines the long-standing values of writing studies with instruction on how students and teachers can write more effectively with AI. Mirroring the seismic changes on writing brought about by the printing press, the typewriter and the internet, AI's impact on literacy, teaching and writing marks a shift in how we think about knowledge production, intellectual labour and composition. Moving students away from a myopic, transactional, 'vending machine-style' approach, Writing with AI offers techniques on engaging with these new technologies more critically and thoughtfully. With structured, adaptable frameworks based upon relational and conversational models of engagement, this book allows students to better articulate and compose their needs, refine their questions, and engage in an iterative exchange with more meaningful and useful responses from generative learning language models. Introducing a four-part recursive framework - Question, Analyze, Iterate, Compose (QAIC) - that guides students through a deliberate process, Writing with AI gives students the tools for ensuring that AI is integrated thoughtfully and ethically into their work rather than being used as a shortcut. Designed for immediate classroom use, the book features: - Consideration of the ethics of AI - How students can formulate context-aware questions for prompts - Guidance on how students can assess and refine AI-generated content - Explanation on how the use of AI can be a part of a process that expands critical thinking skills - Demonstrations of how AI-assisted insights can be structured into meaningful compositions Offering a structured way to interact meaningfully with AI in the current pedagogical moment, this is an essential resource to exploring the monumental next stage in human development that isn't going away. A readable, accessible alternative to resisting change, Writing with AI reveals that artificial intelligence reinforces the very processes that are essential to good writing, rather than replacing them.

Literacy in the Digital Age

Writing with AI

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

The Philosopher in the Valley

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

This book is a must-read for any aspiring IP lawyer... it is a useful manual with accurate and current information, as and when you need it - The Law Society Gazette Provides up-to-date coverage and analysis of the intellectual property laws applicable to all forms of computer software, placing the law in the context of computer use, examining copyright, database rights, patents, trade marks, design rights and the law of confidence. Updates to the 8th edition include: - a new chapter on Intellectual Property and AI - a number of cases on FRAND licensing in relation to telecommunications standards technologies, including Unwired Planet v Huawei - the effects of Brexit on intellectual property regulations - developments in the EU, US and other jurisdictions Information Technology and Intellectual Property Law can either be read from cover to cover as a thorough introduction to the subjects addressed or be used as a very useful starting point for a specialist practitioner faced with a particular problem on a particular case. With this in mind, this book is an essential addition to any IT and IP practitioner's bookshelf, as well as a useful textbook for non-specialists, advanced undergraduates and taught in postgraduate IT and IP courses. This title is also available as part of Bloomsbury Professional's IP &amp; IT online service.

Bainbridge on Information Technology and Intellectual Property Law

Build a repeatable capability to create customer value propositions that win in AI-accelerated B2B markets. Creating Customer Offers with AI is a practical guide for senior commercial leaders, sales directors, key account managers and product leaders who need to develop differentiated offers, align cross-functional teams and turn customer insight into measurable revenue growth. Written by Cranfield Visiting Fellows Richard Brooks MBA, Sue Holt PhD and Mark Davies MBA MSc, this book introduces the Offer Development &amp; Innovation (ODI) framework, a three-phase system covering customer needs analysis, offer ideation and customer value proposition development. It shows how AI can support each phase by strengthening analysis, coaching teams and accelerating the work required to build offers customers understand and act on. Moving beyond prompt engineering, this book helps leaders use AI as a strategic partner in complex B2B environments. It equips you to: Diagnose root-cause customer needs Build cross-functional offer processes Quantify value in customer language Apply AI across ODI stages Shift toward value-based growth Featuring real-world examples from Pfizer, Siemens, ThermoFisher, Grant Thornton, Zoetis and Nylacast, Creating Customer Offers with AI demonstrates how organizations can create unique customer value repeatedly, systematically and faster than the competition. Themes include: customer value propositions, B2B sales strategy, AI for business, offer innovation, value-based selling, commercial transformation

How to Build an Offer that Outsmarts the Competition

Creating Customer Value Propositions With AI

Law and Practical Reason

Moral Responsibility and Artificial Intelligence

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

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

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

Artificial Intelligence in Customer Service

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