{"id":"https://openalex.org/W7152624656","doi":"https://doi.org/10.1109/icecet63943.2025.11471990","title":"AI-Powered CRM for Personalized Customer Engagement","display_name":"AI-Powered CRM for Personalized Customer Engagement","publication_year":2025,"publication_date":"2025-07-03","ids":{"openalex":"https://openalex.org/W7152624656","doi":"https://doi.org/10.1109/icecet63943.2025.11471990"},"language":null,"primary_location":{"id":"doi:10.1109/icecet63943.2025.11471990","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icecet63943.2025.11471990","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 5th International Conference on Electrical, Computer and Energy Technologies (ICECET)","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/A5117582322","display_name":"Sivasai Nadella","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Sivasai Nadella","raw_affiliation_strings":[],"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5117582322"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.83721266,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"7"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.3732999861240387,"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"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.3732999861240387,"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/T10203","display_name":"Recommender Systems and Techniques","score":0.15459999442100525,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.03020000085234642,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-engagement","display_name":"Customer engagement","score":0.546500027179718},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.46650001406669617},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.32910001277923584},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.32429999113082886},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.3077999949455261},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.29019999504089355},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.28349998593330383}],"concepts":[{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.546500027179718},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.545199990272522},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.46650001406669617},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3882000148296356},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38199999928474426},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.32910001277923584},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.32429999113082886},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.3077999949455261},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30489999055862427},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.29019999504089355},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.28349998593330383},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.27399998903274536},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.27070000767707825},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.2685000002384186},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.2667999863624573},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.2637999951839447},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.26269999146461487},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.25949999690055847},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.2567000091075897},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.25459998846054077},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.25119999051094055}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/icecet63943.2025.11471990","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icecet63943.2025.11471990","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 5th International Conference on Electrical, Computer and Energy Technologies (ICECET)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":13,"referenced_works":["https://openalex.org/W2969927981","https://openalex.org/W4225144386","https://openalex.org/W4280491524","https://openalex.org/W4283275024","https://openalex.org/W4310112249","https://openalex.org/W4313398769","https://openalex.org/W4387745359","https://openalex.org/W4392553557","https://openalex.org/W4399661914","https://openalex.org/W4403984893","https://openalex.org/W4407379937","https://openalex.org/W4407738650","https://openalex.org/W4408499140"],"related_works":[],"abstract_inverted_index":{"Artificial":[0],"Intelligence":[1],"(AI)":[2],"technology":[3,210],"used":[4],"in":[5,16,106,111,117,136,146,150,162,218],"Customer":[6],"Relationship":[7],"Management":[8],"(CRM)":[9],"is":[10],"revolutionizing":[11],"customer":[12,35,47,112,158,170,216],"interaction":[13,217],"trends,":[14],"especially":[15],"the":[17,56,163,199,212,219],"life":[18,164,221],"sciences":[19,165,222],"industry.":[20,166],"AI-driven":[21,59],"CRM":[22,71],"solutions":[23],"utilize":[24],"machine":[25],"learning,":[26],"natural":[27],"language":[28],"processing,":[29],"and":[30,39,51,79,83,95,114,125,144,160,175,189],"predictive":[31],"analytics":[32],"to":[33,54,69,141,156,196],"customize":[34],"interactions,":[36],"enhance":[37],"engagement,":[38],"improve":[40,198],"decision-making.":[41],"This":[42,204],"research":[43,205],"measures":[44],"response":[45,107],"effectiveness,":[46],"retention,":[48,113],"engagement":[49],"level,":[50],"automation":[52],"impact":[53],"assess":[55],"effectiveness":[57],"of":[58,184,191,201,214],"CRM.":[60,203],"Real-world":[61],"datasets":[62],"were":[63,128,139],"pre-processed":[64],"with":[65,81],"state-of-the-art":[66],"AI":[67,137],"algorithms":[68],"evaluate":[70],"performance.":[72,119],"Python":[73],"was":[74],"utilized":[75],"for":[76,85,92,97],"data":[77,98,123],"preprocessing":[78],"analysis,":[80,94],"TensorFlow":[82],"Scikit-learn":[84],"model":[86],"development,":[87],"Natural":[88],"Language":[89],"Toolkit":[90],"(NLTK)":[91],"sentiment":[93],"Tableau":[96],"visualization.":[99],"Experimental":[100],"results":[101],"show":[102],"a":[103,209],"40%":[104],"reduction":[105],"time,":[108],"25%":[109],"improvement":[110],"30%":[115],"increase":[116],"predictability":[118],"Challenges":[120],"such":[121],"as":[122,208],"bias":[124],"integration":[126],"complexity":[127],"addressed":[129],"via":[130],"dynamic":[131,220],"optimization.":[132],"Additionally,":[133],"ethical":[134],"issues":[135],"management":[138],"explored":[140],"ensure":[142],"transparency":[143],"equity":[145],"automated":[147],"decisions.":[148],"Findings":[149],"this":[151],"study":[152],"validate":[153],"AI-CRM\u2019s":[154],"potential":[155],"influence":[157],"relationships":[159],"usability":[161],"Organizations":[167],"achieved":[168],"higher":[169],"relationship":[171],"quality,":[172],"workload":[173],"reduction,":[174],"experience":[176],"personalization":[177],"using":[178],"AI\u2019s":[179],"forecasting":[180],"capabilities.":[181],"Future":[182],"integrations":[183],"explainable":[185],"AI,":[186],"blockchain":[187],"security,":[188],"Internet":[190],"Things":[192],"(IoT)":[193],"are":[194],"likely":[195],"further":[197],"efficacy":[200],"AI-based":[202],"identifies":[206],"AI-CRM":[207],"at":[211],"heart":[213],"re-imagining":[215],"business":[223],"domain.":[224]},"counts_by_year":[],"updated_date":"2026-04-11T06:13:24.991567","created_date":"2026-04-10T00:00:00"}