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 Lakshmi, S.R.; Rajimol, K.P.; Sunidu, Y.K.; Samai, Ajatashatru; Priya, R.P.; Srija, H.R. Title A name given to the resource The Role of Al in Customer Relationship Management for Tailored Financial Services 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 Security Intelligence in the Age of AI: Navigating Legal and Ethical Frameworks;pp.203-221 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1108/978-1-83608-156-220251012" target="_blank" rel="noreferrer noopener">https://doi.org/10.1108/978-1-83608-156-220251012</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105014906490?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105014906490?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 Lakshmi S.R., Christ University, India; Rajimol K.P., Atria Institute of Technology, India; Sunidu Y.K.; Samai A., Sri Venkateshwara College of Engineering, India; Priya R.P., Sri Venkateshwara College of Engineering, India; Srija H.R., Sri Venkateshwara College of Engineering, India Description An account of the resource Much as the financial services industry is characterised by dynamism, Artificial Intelligence (Al) is gradually transforming the Customer Relationship Management (CRM). Among the AI-related advances is the advancement of bespoke financial services that increases involvement and experience of the customers. This chapter seeks to address the following research question: how has the incorporation of Al tools influenced the CRM strategies adopted by the industry? Newer, implementing Al in CRM systems, banks can go through terabytes of customers' information looking for more about each other's preferences, tendencies and needs. This information may therefore allow for financial services, proactive customer care and consumption point marketing based on segments of the population. Information on financial organisations' successful implementation of Al-based CRM systems is provided in the chapter; in addition, challenges and ethical issues regarding the use of these technologies are also described. The findings show how the use of Al can enhance CRM in the financial services sector resulting in satisfied and loyal customers alongside more organisation productivity. As for the maximisation of CRM results, the report also suggests that financial institutions must use Al appropriately while addressing the problems associated with the latter. 2025 Lakshmi S.R., Rajimol K.P., Y.K. Sunitha, Ajatashatru Samal, Priya R.P. and Srija H.R. All rights reserved. Subject The topic of the resource Artificial Intelligence; Chatbots; CRM; Financial advisory; Personalised banking; Virtual assistants Publisher An entity responsible for making the resource available Emerald Publishing Relation A related resource ISBN: 978-183608156-2; 978-183608157-9; 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