Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Faculty Publications Book Chapter Faculty Publications- Book Chapter Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Creator An entity primarily responsible for making the resource Nayak, Shakti Swarupa; Giri, Himanshi R.; Manickam, Thirupathi; Ananthan, Sriram Title A name given to the resource Role of artificial intelligence in customer engagement and experience Date A point or period of time associated with an event in the lifecycle of the resource 01-01-2025 Source A related resource from which the described resource is derived Marketing Intelligence, Part A: Understanding Customers in the Era of Digitalization;pp.137-157 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1108/978-1-83549-418-920251009" target="_blank" rel="noreferrer noopener">https://doi.org/10.1108/978-1-83549-418-920251009</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105006513501?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105006513501?origin=resultslist</a> Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Nayak S.S., Christ University, India; Giri H.R., Christ University, India; Manickam T., Christ University, India; Ananthan S., Acsenda School of Management, Canada Description An account of the resource Businesses in the ultramodern period of today concentrate on drawing in customers and changing to meet their wants. The digital revolution has altered customer engagement strategies for businesses, which has an effect on their lifespan. Businesses look for creative methods to improve customer experience in order to remain competitive. During the Industrial Revolution 4.0., artificial intelligence (AI) significantly changed customer management, and it continues to do so today, and will surely continue in future as well. This chapter analyzes the conceptual framework of customer engagement, industries strategies and ethical considerations, data safety and security, mitigating the bias of AI, customer interactions and customer journey, and how artificial intelligence rebuilds, enhances, and optimizes customer management in various industries. Featuring an emphasis on both present and future uses, this chapter investigates how AI might improve corporate offerings, services, and consumer interaction. This chapter delves at how perception analytics, chatbots, and personalized experiences may use AI to improve consumer engagement. It analyzes ethical issues including data privacy, transparency, and prejudice in AI-driven customer management, with an emphasis on fairness and trust. It also examines AI's role in anticipating what customers want and enhancing interactions. This study examines the use of AI to customer management, including obstacles and methods to improve company expansion through the use of pertinent data. This chapter presents an empirical case study on AI's challenges, opportunities, and future potential in customer management and business engagement. 2025 Shakti Swarupa Nayak, Himanshi R Giri, Thirupathi Manickam and Sriram Ananthan. Published under exclusive licence by Emerald Publishing Limited. All rights reserved. Subject The topic of the resource AI-powered; Chatbots; Customer management; Industrial revolution; Technological transition Publisher An entity responsible for making the resource available Emerald Publishing Relation A related resource ISBN: 978-183549418-9; 978-183549419-6; Language A language of the resource English Type The nature or genre of the resource Book chapter Rights Information about rights held in and over the resource Restricted Access; Hardcopy may be available in the library Format The file format, physical medium, or dimensions of the resource online