Citation:

Sharda Kumari, 2021. "Context-Aware AI-Driven CRM: Enhancing Customer Journeys Through Real-Time Personalization and Predictive Analytics" ESP Journal of Engineering & Technology Advancements  1(1): 7-13.

Abstract:

In the era of digital transformation, customer relationship management (CRM) has become a key component of business success. Traditional CRM systems, however, often fail to provide the level of personalization and responsiveness required to meet customers' ever-evolving expectations. This paper introduces a context-aware, AI-driven CRM framework that leverages real-time personalization and predictive analytics to enhance customer journeys. By integrating machine learning algorithms, natural language processing, and big data technologies, the proposed framework allows for dynamic and adaptive interactions with customers, ensuring a seamless and engaging experience across multiple touchpoints. We conducted an in-depth analysis of the framework's effectiveness in various industries, highlighting the benefits and challenges associated with its implementation. Our findings demonstrate that context-aware, AI-driven CRM systems significantly improve customer satisfaction, retention, and overall business performance. This research contributes to the ongoing efforts in advancing AI-powered CRM technologies and provides valuable insights for organizations seeking to revolutionize their customer engagement strategies.

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Keywords:

AI-driven CRM, Context-aware personalization, Predictive analytics, Customer experience, Real-time engagement.