Using big data for customer centric marketing

This chapter deliberates on “big data” and provides a short overview of business intelligence and emerging analytics. It underlines the importance of data for customer-centricity in marketing. This contribution contends that businesses ought to engage in marketing automation tools and apply them to create relevant, targeted customer experiences. Today’s business increasingly rely on digital media and mobile technologies as on-demand, real-time marketing has become more personalised than ever. Therefore, companies and brands are striving to nurture fruitful and long lasting relationships with customers. In a nutshell, this chapter explains why companies should recognise the value of data analysis and mobile applications as tools that drive consumer insights and engagement. It suggests that a strategic approach to big data could drive consumer preferences and may also help to improve the organisational performance.peer-reviewe

Analysing of supervision skills of juvenile justice workers

There is evidence that the style of supervision by juvenile justice workers can make a difference to the likelihood that young people under supervision will re-offend. This study aimed to examine the style of supervision offered by juvenile justice workers and how this relates to re-offending patterns by clients. It provides information about what goes on in worker/client interviews and what works best in fostering reduced recidivism.More specifically the aim was to gather information about the nature of micro-skills which are used by youth justice workers in the supervision of offenders on probation parole and other community based orders, how clients respond to the use of those micro-skills and how the use of the skills relates to client outcomes such as recidivism.The research was conducted in collaboration with the Department of Juvenile Justice in NSW. Forty-seven workers participated in the study. The next 5 clients allocated to the workers from the time of volunteering from the study were then selected for each of the workers. The workers were then asked to invite the research officers who were working on the project to observe the next interview they conducted with any one of the five clients who were allocated to them. Eighty-nine interviews were observed however an additional 39 were also observed as part of the pilot study for this project. They are included in the analysis and results reported on in this paper. In total 128 interviews were observed. Eighty interviews were also conducted with clients following the observation and 78 interviews were conducted with workers following the observations and interviews with the clients.Two year recidivism data is available for 117 of the observations. Eleven of the interviews were conducted in remote areas of NSW during 2011 and the recidivism data for those interviews is not yet available

Opportunities and challenges in using AI Chatbots in Higher Education

Artificial intelligence (AI) conversational chatbots have gained popularity over time, and have been widely used in the fields of e-commerce, online banking, and digital healthcare and well-being, among others. The technology has the potential to provide personalised service to a range of consumers. However, the use of chatbots within educational settings is still limited. In this paper, we present three chatbot prototypes, the Warwick Manufacturing Group, University of Warwick, are currently developing, and discuss the potential opportunities and technical challenges we face when considering AI chatbots to support our daily activities within the department. Three AI virtual agents are under development: 1) to support the delivery of a taught Master's course simulation game; 2) to support the training and use of a newly introduced educational application; 3) to improve the processing of helpdesk requests within a university department. We hope this paper is informative to those interested in using chatbots in the educational domain. We also aim to improve awareness among those within the chatbot development industry, in particular the chatbot engine providers, about the educational and operational needs within educational institutes, which may differ from those in other domains