Upgradation of Customer Relationship Management Through the AI-Driven Approach to Personalization, Engagement, and Retention

Abstract

This chapter examines the transformative impact of Artificial Intelligence (AI) on Customer Relationship Management (CRM), exploring key AI technologies, practical applications, and emerging trends that enhance customer engagement. AI-driven CRM systems enable hyper-personalization, automate interactions, and provide predictive insights, revolutionizing how businesses connect with customers. While offering significant benefits, AI-driven CRM also presents challenges in data privacy, algorithmic bias, and transparency. Future directions highlight autonomous and emotionally intelligent CRM systems that promise deeper, more responsive customer relationships. This chapter underscores the potential of AI-driven CRM to redefine customer experience, emphasizing the need for ethical and responsible AI adoption.