{"id":"https://openalex.org/W4385488209","doi":"https://doi.org/10.1109/ecai58194.2023.10194016","title":"Revolutionizing Customer Experience with AI: A Path to Increase Revenue Growth Rate","display_name":"Revolutionizing Customer Experience with AI: A Path to Increase Revenue Growth Rate","publication_year":2023,"publication_date":"2023-06-29","ids":{"openalex":"https://openalex.org/W4385488209","doi":"https://doi.org/10.1109/ecai58194.2023.10194016"},"language":"en","primary_location":{"id":"doi:10.1109/ecai58194.2023.10194016","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ecai58194.2023.10194016","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 15th International Conference on Electronics, Computers and Artificial Intelligence (ECAI)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5077446973","display_name":"Harsha Vijayakumar","orcid":"https://orcid.org/0000-0002-2833-9159"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Harsha Vijayakumar","raw_affiliation_strings":["S.P. Jain School of Global Management,California,USA","S.P. Jain School of Global Management, California, USA"],"affiliations":[{"raw_affiliation_string":"S.P. Jain School of Global Management,California,USA","institution_ids":[]},{"raw_affiliation_string":"S.P. Jain School of Global Management, California, USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5077446973"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":8.0198,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.97089121,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"6"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9973000288009644,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9973000288009644,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9897000193595886,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9829000234603882,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/revenue","display_name":"Revenue","score":0.7495787143707275},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.6173965930938721},{"id":"https://openalex.org/keywords/customer-base","display_name":"Customer base","score":0.6126365065574646},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5976312756538391},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.5652431845664978},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.5457571744918823},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5450518131256104},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.5344065427780151},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.5180835723876953},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5125691890716553},{"id":"https://openalex.org/keywords/customer-delight","display_name":"Customer delight","score":0.48986122012138367},{"id":"https://openalex.org/keywords/new-product-development","display_name":"New product development","score":0.4732399880886078},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.45949581265449524},{"id":"https://openalex.org/keywords/customer-experience","display_name":"Customer experience","score":0.43673911690711975},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.4259456694126129},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3336098790168762},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.1375865340232849},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.10134926438331604},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.06934463977813721}],"concepts":[{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.7495787143707275},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6173965930938721},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.6126365065574646},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5976312756538391},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5652431845664978},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5457571744918823},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5450518131256104},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5344065427780151},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5180835723876953},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5125691890716553},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.48986122012138367},{"id":"https://openalex.org/C19351080","wikidata":"https://www.wikidata.org/wiki/Q1395034","display_name":"New product development","level":2,"score":0.4732399880886078},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45949581265449524},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.43673911690711975},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4259456694126129},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3336098790168762},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.1375865340232849},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.10134926438331604},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.06934463977813721},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/ecai58194.2023.10194016","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ecai58194.2023.10194016","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 15th International Conference on Electronics, Computers and Artificial Intelligence (ECAI)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.4000000059604645}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":8,"referenced_works":["https://openalex.org/W1983629797","https://openalex.org/W2100379340","https://openalex.org/W2992906311","https://openalex.org/W3138580965","https://openalex.org/W4253668592","https://openalex.org/W4368227436","https://openalex.org/W6603229541","https://openalex.org/W6791824503"],"related_works":["https://openalex.org/W2124748206","https://openalex.org/W1561149111","https://openalex.org/W3017474797","https://openalex.org/W2393045695","https://openalex.org/W2909201563","https://openalex.org/W3181385643","https://openalex.org/W2804796335","https://openalex.org/W577112707","https://openalex.org/W2483231811","https://openalex.org/W3159072494"],"abstract_inverted_index":{"In":[0,129],"this":[1,119],"21st":[2,174],"century,":[3],"customers":[4,75],"expect":[5],"every":[6,36,77,176,210],"company":[7,50,211],"or":[8,26,85],"product":[9,22,183,269,278],"organization":[10,177],"to":[11,31,68,109,116,134,156,179,192,213,217,227,297,301],"deliver":[12,101,135],"exceptional":[13],"customer":[14,34,48,65,104,138,145,158,221,233,244,261,285,303],"experience":[15,49,72,88,105,139,141,159,234,245,262,286,304],"not":[16],"just":[17],"in":[18,76,83,122,144,150,172],"terms":[19],"of":[20,38,51,79,170,206,243,259,284],"fantastic":[21],"experience,":[23],"its":[24,69],"support":[25],"service,":[27],"execution,":[28],"and":[29,64,73,111,125,147,184,235,277,287,305],"commitment":[30,70],"delighting":[32,74],"the":[33,52,59,80,157,173,189,204,207,229,241,256,282],"at":[35],"step":[37,78],"their":[39],"journey.":[40],"E.g.,":[41],"Apple,":[42],"Inc.":[43],"has":[44,89,164,202],"been":[45,165,203],"a":[46,90,94,102,136,142,166,219],"pinnacle":[47],"21":[53],"<sup":[54],"xmlns:mml=\"http://www.w3.org/1998/Math/MathML\"":[55],"xmlns:xlink=\"http://www.w3.org/1999/xlink\">st</sup>":[56],"century":[57],"with":[58,209,215,275],"largest":[60],"market":[61],"cap,":[62],"revenue,":[63],"base":[66],"due":[67],"towards":[71],"journey":[81],"either":[82],"stores":[84],"products.":[86],"Customer":[87],"significant":[91],"impact":[92,242],"on":[93,246],"company's":[95],"revenue":[96,124,236,291],"growth":[97,127,237],"rate.":[98,128],"Companies":[99],"that":[100,132,186],"positive":[103],"are":[106],"more":[107],"likely":[108],"retain":[110],"attract":[112],"new":[113],"customers,":[114],"leading":[115],"increased":[117],"revenue;":[118],"shows":[120],"up":[121],"recurring":[123],"annual":[126,248],"contrast,":[130],"companies":[131,293],"fail":[133],"good":[137],"may":[140],"decline":[143],"satisfaction":[146],"loyalty,":[148],"resulting":[149],"reduced":[151],"revenue.":[152],"Adding":[153],"some":[154],"spice":[155],"is":[160],"AI;":[161],"Artificial":[162],"Intelligence":[163],"scorching":[167],"top":[168],"topic":[169],"discussion":[171],"century;":[175],"wants":[178],"build":[180],"an":[181],"AI-Powered":[182,232,260],"technology":[185],"can":[187,294],"simplify":[188],"human":[190],"effort":[191],"do":[193],"things.":[194],"e.g.,":[195],"ChatGPT":[196],"(AI-Powered":[197],"Search":[198],"Interface":[199],"by":[200,239],"OpenAI)":[201],"talk":[205],"town,":[208],"wanting":[212],"integrate":[214],"it":[216,289],"give":[218],"better":[220],"experience.":[222],"This":[223,252],"research":[224,253],"paper":[225,254],"aims":[226],"explore":[228],"relationship":[230],"between":[231],"rate":[238],"analyzing":[240],"companies'":[247],"subscriptions":[249],"($":[250],"value).":[251],"discusses":[255],"critical":[257],"characteristics":[258],"like":[263],"NPS(Net":[264],"promoter":[265],"Score),":[266],"event":[267],"attendance,":[268],"upgrades,":[270],"partner":[271],"involvement,":[272],"elevated":[273],"productivity":[274],"automation,":[276],"adoption.":[279],"By":[280],"understanding":[281],"importance":[283],"how":[288],"impacts":[290],"growth,":[292],"take":[295],"steps":[296],"optimize":[298],"AI":[299],"usage":[300],"drive":[302],"long-term":[306],"business":[307],"success.":[308]},"counts_by_year":[{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
