Demystifying Emotion AI, Robotics AI, and Sentiment Analysis in Customer Relationship Management

Emotion artificial intelligence (AI), robotics AI, and sentiment analysis revolutionize the way businesses understand and engage with their customers throughout the consumer journey. Emotion AI, also known as affective computing, uses technologies like facial recognition, voice analysis, and text interpretation to detect and interpret customer emotions. Sentiment analysis focuses on interpreting the emotional tone behind customer communications, typically through text analysis of social media posts, reviews, and surveys. It enables companies to categorize customer sentiments as positive, neutral, or negative, providing valuable feedback on their products, services, and customer interactions. These technologies allow businesses to gain real-time insights into how customers feel at different touchpoints, from initial awareness through post-purchase interactions. By understanding emotional triggers with real-time feedback, brands can better map the customer journey and create more personalized, empathetic experiences that address customer needs more effectively. Demystifying Emotion AI, Robotics AI, and Sentiment Analysis in Customer Relationship Management explores how emotional data can be integrated into customer journey mapping, allowing businesses to create personalized, empathetic interactions that address emotional needs. It examines ethical considerations and best practices for using emotional insights responsibly while ensuring positive outcomes for both businesses and consumers. Covering topics such as knowledge management, brand loyalty, and storytelling, this book is an excellent resource for business leaders, marketing professionals, government officials, professionals, researchers, academicians, and more.

Dr. Fazla Rabby is an accomplished academic and professional with a diverse background in emerging technology, education, management, and AI. Holding a Ph.D. from the University of Southern Queensland, their education includes degrees and diplomas in management, leadership, and information systems from Central Queensland University and the University of Madras. As a Teaching Academic at Macquarie University and Lecturer at Canterbury Institute of Management, Dr. Rabby designs and delivers educational activities, assesses student progress, and contributes to curriculum development. Their role as Academic Director at Stanford Institute of Management and Technology highlights their leadership in stakeholder relationships, business strategies, and HR management. Previously, Dr. Rabby excelled in sales and marketing roles, including Director of Australian Sales and Marketing and Managing Director of Sales Solutions Australia. A prolific researcher and presenter, they focus on blockchain, digital marketing, AI, mental health and well-being and consumer behavior, with upcoming projects on industry innovation and AI in education.

Dr. Nasim Ahmed received the PhD degree in Computer Science from Massey University, New Zealand, in 2022, and MSc in Computer Engineering from the University Malaysia Perlis, Malaysia, in 2009. His research interests span diverse areas including data science applications in healthcare and agriculture, big data clusters, artificial intelligence's role in education and management (specifically policymaking and industry), and data security.

Dr Amandeep Sehmi , is an experienced academic leader and an industry professional with a deep commitment to advancing business education, integrating innovative technologies, and fostering continuous improvement in teaching practices. Holding a Ph.D. from the School of Business, Law, and Entrepreneurship at Swinburne University of Technology, Dr Sehmi has built a distinguished career in higher education, focusing on quality teaching, academic leadership, and the transformative potential of Artificial Intelligence (AI) in reshaping education. Currently serving as the Assistant Dean and Program Director (Management Undergraduate) at the Melbourne campus of Canterbury Institute of Management, Dr Sehmi works in close collaboration with the Dean to engage innovative academic approach for teaching, learning, assessments, and course evaluations. She has a particular research focus on Artificial Intelligence (AI) and its transformative potential in education. Before transitioning into academic leadership, Dr. Amandeep gained valuable experience in teaching at CIM, University of New South Wales, University of Adelaide College, Swinburne University of Technology and Kaplan Business School. Dr. Sehmi 's experience extends beyond academia. As a Market Research Consultant, she led research projects for major brands like Kmart, Target, and Australia Post. She Dr. Amandeep’s professional background includes extensive experience in marketing and communications, having worked as a Senior Marketing & Communications Manager and Relationship Manager in New Zealand.

Dr. Rohit Bansal is working as Associate Professor in Department of Management Studies in Vaish College of Engineering, Rohtak. He is a perseverant, passionate academician cum seasoned professional. He obtained Ph.D. in Management from Maharshi Dayanand University, Rohtak. With a rich experience of 16 years, he has achieved growth through robust and proactive academic initiatives. He has authored & edited 30 books with renowned national & international publishers including IGI Global USA, Scrivener-Wiley Publishing, De Gruyter, Weser Books, Scholar’s Press, Germany etc. In addition to, Dr. Rohit has published 150 research papers and chapters in journals of repute including Scopus indexed as well as edited books. He has also presented papers in 50 conferences and seminars. His area of interest includes marketing management, organizational behaviour, services marketing, customer engagement, digital marketing, human resource management and organizational development. He is on Editorial Advisory Board as a member in 110 national and international peer reviewed journals. He has acted as session chair in many international conferences.

Dr. Nishita Pruthi is an Assistant Professor at the Asian School of Business, part of the Asian Education Group, Noida. Awarded with Ph.D. at the Institute of Management Studies and Research, Maharshi Dayanand University, Rohtak, Haryana, she exemplifies academic excellence and scholarly dedication. Dr. Pruthi has an impressive portfolio of nine research papers published in prestigious journals, with six indexed in Scopus, Web of Science, UGCCARE, and ABDC. Her contributions extend to authoring thirteen chapters in edited volumes published by globally renowned publishers such as Emerald, Bentham Science, and IGI Global. Additionally, she has co-edited two books published by IGI Global, USA, reflecting her versatility and scholarly rigor. Her academic journey is further distinguished by her active participation in twelve national and international conferences hosted by premier institutions, including IIM Indore, IIM Jammu, IIM Kozhikode, and Deakin University. Dedicated to fostering a transformative learning environment, Dr. Pruthi inspires critical thinking, ad creativity, ensuring her students are well-prepared to excel in dynamic academic and professional landscapes.