Seminar on "Customer Management and Artificial Intelligence: Some Research Exploration"

Seminar

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Date

03 May 2019
Organiser

Department of Industrial and Systems Engineering, PolyU
Time

14:30 - 15:30
Venue

BC304, Wing BC, PolyU Map

Speaker

Professor Jiayin QI

Summary

With the development of high-tech and the increasingly intense competition among companies, people pay much attention to the CRM and want to know if it could be done by AI and what the role of AI is in CRM? Nowadays, there are various tools provided for CRM, like some technologies (ERP, OA, email), the popular social media (WeChat, QQ, Red), besides, the combination of CRM and technologies is considered as TAM 1.0, and for social media and CRM is perceived to be TAM 2.0. However, we still don’t know much about the CRM with AI, which is the focus of this research. Based on the five theories, Technology Acceptance Model，Multi-Purpose Intelligent Assistant, Against Rationalistic Systems, Symbiosis, and Care, We want to find new theories for AI’s application in CRM. The paper is based on a grocery company, Shipin, which sells some decorations for students. Some AIAs apps were downloaded and to help this company manage customer relationship, from that, we acquire more information about AI and CRM. In this paper, the main contribution is to compare the technical features of the set among three different AIAs (IK CRM, salesforce, and Conversica) using our new theories; the second one to analyze how AIAs bring values to businesses or individuals according to a novel classification of AI’s application. The finding highlights companies how to harvest benefits from AI and avoid the failure of use AI in CRM.

Keynote Speaker

Professor Jiayin QI

Dean from Shanghai University of International Business and Economics

Jiayin QI is a professor at the School of Management, Shanghai University of International Business and Economics (SUIBE). She is also the Dean of this School and the director of Key Lab “Data Science and Decision Making”, SUIBE. In 2017, SUIBE establish Institute of Artificial Intelligence and Change Manage. Professor Qi is appointed as the dean. She received the award of Leading Talents of Shanghai by Shanghai government in 2017, New Century Excellent Talents in University from the Ministry of Education of China in 2009, the Outstanding Academic Award by IFIP CONFENIS 2006, the PDMA2013's Best Paper Award, the Best Paper Runner-up of ICEC 2016, and the One Hundred Academic Leaders in informatization by China Information Industry Association (CIIA) in 2011. She was also recognized by Elsevier as one of the Highest Cited Chinese Scholars in Decision Science in 2014, 2015, 2016, and 2017. Her research interests are social network analytics, big data modeling, Artificial Intelligence and Change Management etc. In these research fields, she obtained grants from the National Natural Science Foundation of China and National Social Science Foundation of China.