{"id":"W4409482814","doi":"10.1108/978-1-83549-418-920251009","title":"Role of Artificial Intelligence in Customer Engagement and Experience","year":2025,"lang":"en","type":"book-chapter","venue":"","topic":"Technology Adoption and User Behaviour","field":"Decision Sciences","cited_by":2,"is_retracted":false,"has_abstract":true,"ca_institutions":"Acsenda School of Management","funders":"","keywords":"Customer engagement; Psychology; Business; Computer science; Knowledge management; World Wide Web","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":false,"about_ca":false,"invisible_to_affiliation_only":false},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.001385976,0.0002271696,0.0002494857,0.0005911382,0.001045324,0.01036397,0.000754776,0.00119684,0.006221773],"category_scores_gemma":[0.002017989,0.0001289556,0.0001755598,0.001006428,0.004678017,0.003781326,0.002778497,0.002227924,0.0007311225],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001483371,"about_ca_system_score_gemma":0.001006766,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.0008504859,"about_ca_topic_score_gemma":0.000868177,"domain_scores_codex":[0.9981441,0.001110929,0.00004462193,0.0001013536,0.0004655395,0.0001334568],"domain_scores_gemma":[0.9975021,0.001987252,0.0001102846,0.00007919629,0.0001492051,0.0001718929],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"theoretical_or_conceptual","study_design_gemma":"not_applicable","study_design_scores_codex":[0.0000532979,0.0001716681,0.003080354,0.0004637029,0.00002019439,0.0005370202,0.0746682,0.001395279,0.001482578,0.6529393,0.02384515,0.2413433],"study_design_scores_gemma":[0.00001614373,0.0001548453,0.009637771,0.001207383,0.00001989902,0.001046237,0.06412423,0.006893488,0.001769084,0.4105654,0.5044881,0.00007747054],"study_design_candidate":"not_applicable","study_design_consensus":null,"genre_codex":"other","genre_gemma":"other","genre_scores_codex":[0.1001225,0.01897017,0.0176116,0.02307844,0.0003768449,0.00009542052,0.0000889027,0.0001674344,0.8394886],"genre_scores_gemma":[0.9093522,0.01006346,0.006848078,0.002529923,0.0002093247,0.0001101537,0.00009085693,0.00006890883,0.0707271],"genre_candidate":"other","genre_consensus":"other","teacher_disagreement_score":0.01036397,"threshold_uncertainty_score":0.02081388,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1429270722138951,"score_gpt":0.3920492030306523,"score_spread":0.2491221308167572,"validation_status":"score_only:v0-immature-baseline","note":"Baseline scores from an immature model (maturity gate not passed). Scores rank; they never assert a category."}}