Customer-centric AI: conversational technologies, personalization, and ethical innovation

Abstract

Artificial intelligence (AI) is transforming how businesses engage with customers, with conversational technologies like chatbots and voice assistants enabling more responsive and personalized experiences. By leveraging data-driven insights, organizations can tailor interactions to individual preferences, enhancing satisfaction and loyalty. However, this shift toward hyper-personalization also raises ethical concerns related to privacy, transparency, and algorithmic bias. Addressing these challenges is essential to fostering responsible innovation that respects user autonomy while maximizing the benefits of AI. As AI continues to evolve, placing the customer at the center of technological development is key to building trust and long-term value in digital interactions. Customer-Centric AI: Conversational Technologies, Personalization, and Ethical Innovation explores the transformative impact of AI on customer engagement, focusing on how technologies are reshaping marketing, service, and personalization strategies. It addresses the ethical implications of AI-driven interactions, highlighting issues of privacy, transparency, and trust in digital environments. Covering topics such as conversational AI, customer service, and social media, this book is an excellent resource for marketing professionals, customer experience and service managers, business leaders and strategists, AI developers, data scientists, graduate and postgraduate students, policymakers, researchers, and more.