Leveraging Predictive Modeling, Machine Learning Personalization, NLP Customer Support, and AI Chatbots to Increase Customer Loyalty

AI, ML, and NLP are profoundly altering the way organizations work. With the increasing influx of data and the development of AI systems to understand it in order to solve business challenges, the excitement surrounding AI has grown. Massive datasets, computer capacity, improved algorithms, accessible algorithm libraries, and frameworks have compelled today's organizations to use AI to enhance their operations and profits. These technologies aid every kind of industry, from agriculture to finance. More specifically, AI and ML, and NLP are assisting organizations in areas such as customer service, predictive modeling, customer personalization, picture identification, sentiment analysis, offline and online document processing. The purpose of this study was twofold. We first review the several applications of AI in business and then empirically test whether these applications increase customer loyalty using the datasets of 910 firms around the world.  The datasets include the integration scores of four different AI features, namely, AI-powered customer service, predictive modeling, ML-powered personalization, and natural language processing integration. The target is the customer loyalty measure as binary. All the features are measured on a 5-pint Likert scale. We applied six different supervised machine learning algorithms, namely, Logistic regression, KNN, SVM, Decision Tree, Random Forest, and Ada boost Classifiers. the performance of each algorithm was evaluated using confusion matrices and ROC curves. The Ada boost and logistic classifiers performed better with test accuracies of 0.639 and 0.631, respectively. The decision tree and KNN had the performance with accuracies of 0.532 and 0.570, respectively.  The findings of this study highlight that by incorporating AI, ML, and NLP, businesses may analyze data to uncover what's useful, gaining valuable insights that can be used to automate processes and drive business strategies. As a result, firms that wish to remain competitive and increase customer loyalty should adopt them

Near Real-Time Sentiment and Topic Analysis of Sport Events

Sport events’ media consumption patterns have started transitioning to a multi-screen paradigm, where, through multitasking, viewers are able to search for additional information about the event they are watching live, as well as contribute with their perspective of the event to other viewers. The audiovisual and multimedia industries, however, are failing to capitalize on this by not providing the sports’ teams and those in charge of the audiovisual production with insights on the final consumers perspective of sport events. As a result of this opportunity, this document focuses on presenting the development of a near real-time sentiment analysis tool and a near real-time topic analysis tool for the analysis of sports events’ related social media content that was published during the transmission of the respective events, thus enabling, in near real-time, the understanding of the sentiment of the viewers and the topics being discussed through each event.Os padrões de consumo de media, têm vindo a mudar para um paradigma de ecrãs múltiplos, onde, através de multitasking, os telespetadores podem pesquisar informações adicionais sobre o evento que estão a assistir, bem como partilhar a sua perspetiva do evento. As indústrias do setor audiovisual e multimédia, no entanto, não estão a aproveitar esta oportunidade, falhando em fornecer às equipas desportivas e aos responsáveis pela produção audiovisual uma visão sobre a perspetiva dos consumidores finais dos eventos desportivos. Como resultado desta oportunidade, este documento foca-se em apresentar o desenvolvimento de uma ferramenta de análise de sentimento e uma ferramenta de análise de tópicos para a análise, em perto de tempo real, de conteúdo das redes sociais relacionado com eventos esportivos e publicado durante a transmissão dos respetivos eventos, permitindo assim, em perto de tempo real, perceber o sentimento dos espectadores e os tópicos mais falados durante cada evento

A Novel Distributed Representation of News (DRNews) for Stock Market Predictions

In this study, a novel Distributed Representation of News (DRNews) model is developed and applied in deep learning-based stock market predictions. With the merit of integrating contextual information and cross-documental knowledge, the DRNews model creates news vectors that describe both the semantic information and potential linkages among news events through an attributed news network. Two stock market prediction tasks, namely the short-term stock movement prediction and stock crises early warning, are implemented in the framework of the attention-based Long Short Term-Memory (LSTM) network. It is suggested that DRNews substantially enhances the results of both tasks comparing with five baselines of news embedding models. Further, the attention mechanism suggests that short-term stock trend and stock market crises both receive influences from daily news with the former demonstrates more critical responses on the information related to the stock market {\em per se}, whilst the latter draws more concerns on the banking sector and economic policies.Comment: 25 page

Impact of digital transformation on the individual job performance of insurance companies in Peru

The objective of this study was to analyze and determine the impact of digital transformation on the individual job performance of insurance companies in Peru. The deductive inferential scien- tific method of explanatory level was used, with a non-experimental design, to four insurance companies that operate in the regions of Arequipa, Cusco, Iquitos, Lima, Tacna and Trujillo. The results generated by structural equations show that customer service experience (CSE), based on digital transformation, had a positive impact on task performance (p <0.05) and contextual per- formance (p <0.05); in contrast, the customer service experience (CSE), based on digital transfor- mation, was found to have no impact on counterproductive behavior (p> 0.05). In relation to the collaborator's capabilities (CC) based on digital transformation, the results reveal that it had a significant influence on task performance (p <0.05) and contextual performance (p <0.05), while it did not have any impact on counterproductive behavior (p> 0.05). Likewise, processes based on digital transformation (P) significantly influence task performance (p <0.05) and contextual per- formance (p <0.05), unlike counterproductive behavior that did not present a causal link with the processes (p> 0.05). Finally, the business model based on digital transformation (BM) had no implications for task performance (p> 0.05), contextual performance (p> 0.05) and counterpro- ductive behaviors (p> 0.05). The conclusion of the study indicates that the customer service ex- perience, the collaborator's capabilities and processes based on digital transformation contribute to the performance and contextual performance of the workers of the insurance companies in Peru

Inconsistent Matters: A Knowledge-guided Dual-consistency Network for Multi-modal Rumor Detection

Rumor spreaders are increasingly utilizing multimedia content to attract the attention and trust of news consumers. Though quite a few rumor detection models have exploited the multi-modal data, they seldom consider the inconsistent semantics between images and texts, and rarely spot the inconsistency among the post contents and background knowledge. In addition, they commonly assume the completeness of multiple modalities and thus are incapable of handling handle missing modalities in real-life scenarios. Motivated by the intuition that rumors in social media are more likely to have inconsistent semantics, a novel Knowledge-guided Dual-consistency Network is proposed to detect rumors with multimedia contents. It uses two consistency detection subnetworks to capture the inconsistency at the cross-modal level and the content-knowledge level simultaneously. It also enables robust multi-modal representation learning under different missing visual modality conditions, using a special token to discriminate between posts with visual modality and posts without visual modality. Extensive experiments on three public real-world multimedia datasets demonstrate that our framework can outperform the state-of-the-art baselines under both complete and incomplete modality conditions. Our codes are available at https://github.com/MengzSun/KDCN