Demystifying Emotion AI, Robotics AI, and Sentiment Analysis in Customer Relationship Management

Rabby, Fazla · Ahmed, Nasim · Sehmi, Amandeep · Bansal, Rohit · Pruthi, Nishita

May 2025 · IGI Global

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412

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About this ebook

Emotion artificial intelligence (AI), robotics AI, and sentiment analysis revolutionize the way businesses understand and engage with their customers throughout the consumer journey. Emotion AI, also known as affective computing, uses technologies like facial recognition, voice analysis, and text interpretation to detect and interpret customer emotions. Sentiment analysis focuses on interpreting the emotional tone behind customer communications, typically through text analysis of social media posts, reviews, and surveys. It enables companies to categorize customer sentiments as positive, neutral, or negative, providing valuable feedback on their products, services, and customer interactions. These technologies allow businesses to gain real-time insights into how customers feel at different touchpoints, from initial awareness through post-purchase interactions. By understanding emotional triggers with real-time feedback, brands can better map the customer journey and create more personalized, empathetic experiences that address customer needs more effectively.

Demystifying Emotion AI, Robotics AI, and Sentiment Analysis in Customer Relationship Management explores how emotional data can be integrated into customer journey mapping, allowing businesses to create personalized, empathetic interactions that address emotional needs. It examines ethical considerations and best practices for using emotional insights responsibly while ensuring positive outcomes for both businesses and consumers. Covering topics such as knowledge management, brand loyalty, and storytelling, this book is an excellent resource for business leaders, marketing professionals, government officials, professionals, researchers, academicians, and more.

About the author

|Fazla Rabby - Editor|Dr. Fazla Rabby is a dynamic and innovative business manager with a robust educational background, extensive teaching experience, and a proven track record in academia and industry. Dr. Fazla Rabby earned his PhD from the University of Southern Queensland while his Master in Information Systems is from Central Queensland University, along with various other credentials that further enhanced his business and information technology skills. Dr. Rabby is currently the Director at the Stanford Institute of Management and Technology, where he manages the academic department and oversees regulatory matters in coordination with the government and other key stakeholders. His commitment to research is a cornerstone of his academic journey, manifesting in a series of impactful publications spanning diverse and rapidly evolving fields. Notably, his research contributions include insightful books, book chapters and articles focused on cutting-edge topics such as Blockchain Technology, Digital Marketing, and Artificial Intelligence. These publications reflect his dedication to expanding the boundaries of knowledge and demonstrate a proactive engagement with emerging technologies that are pivotal in today's academic landscape. During my tenure as an Academic at different universities and institutes, Dr Fazla Rabby played a pivotal role in fostering a dynamic learning environment. He delivered lectures beyond traditional boundaries, incorporating interactive workshops and engaging seminars to stimulate critical thinking among students. Collaborating with fellow academics, He actively refined teaching methods, emphasising innovative approaches to enhance the learning experience. Dr. Rabby is also an active member of several professional bodies, including the Australian Computer Society, IEEE and the Australian Marketing Association.

|Nasim Ahmed - Editor|Dr. Nasim Ahmed received the PhD degree in Computer Science from Massey University, New Zealand, in 2022, and MSc in Computer Engineering from the University Malaysia Perlis, Malaysia, in 2009. His research interests span diverse areas including data science applications in healthcare and agriculture, big data clusters, artificial intelligence's role in education and management (specifically policymaking and industry), and data security.

|Amandeep Sehmi - Editor|Dr Amandeep Sehmi , is an experienced academic leader and an industry professional with a deep commitment to advancing business education, integrating innovative technologies, and fostering continuous improvement in teaching practices. Holding a Ph.D. from the School of Business, Law, and Entrepreneurship at Swinburne University of Technology, Dr Sehmi has built a distinguished career in higher education, focusing on quality teaching, academic leadership, and the transformative potential of Artificial Intelligence (AI) in reshaping education. Currently serving as the Assistant Dean and Program Director (Management Undergraduate) at the Melbourne campus of Canterbury Institute of Management, Dr Sehmi works in close collaboration with the Dean to engage innovative academic approach for teaching, learning, assessments, and course evaluations. She has a particular research focus on Artificial Intelligence (AI) and its transformative potential in education. Before transitioning into academic leadership, Dr. Amandeep gained valuable experience in teaching at CIM, University of New South Wales, University of Adelaide College, Swinburne University of Technology and Kaplan Business School. Dr. Sehmi 's experience extends beyond academia. As a Market Research Consultant, she led research projects for major brands like Kmart, Target, and Australia Post. She Dr. Amandeep’s professional background includes extensive experience in marketing and communications, having worked as a Senior Marketing & Communications Manager and Relationship Manager in New Zealand.

|Rohit Bansal - Editor|Dr. Rohit Bansal is working at Rockford College, Australia. He is a perseverant, passionate academician cum seasoned professional. He obtained Ph.D. in Management from Maharshi Dayanand University, Rohtak. With a rich experience of 17 years, he has achieved growth through robust and proactive academic initiatives. He is also working as online Instructor on Udemy.com (an online learning and teaching platform), launched six online courses with 15,000 students enrolled till date. He has authored & edited 51 books with renowned national & international publishers including Springer Nature, IGI Global USA, Scrivener-Wiley Publishing, De Gruyter, Germany, Central West Publishing, Australia etc. In addition to, Dr. Rohit has published 190 research papers and chapters in journals of repute including Scopus indexed as well as edited books. His research work is published in leading publishers like Springer, MDPI, HIndawi, IGI Global, Cell Press, De Gruyter, Elseveir, Inderscience, Wiley etc. He has also presented papers in 60 conferences and seminars including IIM Indore, IIM Ranchi, IIM Jammu and IIM Kozhikode. His area of interest includes marketing management, organizational behavior, customer engagement, digital marketing, influencer marketing, human resource management, mental health & well-being, emerging technologies, industry 5.0, sustainable development, e-learning and organizational development. He has proficiency in handling graduate and post graduate students by using interactive discussions and “hands-on” approaches to help them undergo experiential learning. He is on Editorial Advisory Board as a member in 120 national and international peer reviewed journals. He is Managing Editor of International Journal of 360° Management Review & International Journal of Techno – Management Research. He has served as member of technical committee in many international conferences. He has reviewed more than 600 articles for international peer-reviewed journals. Dr. Rohit has acted as Session Chair and speaker in many international conferences. He has been awarded many times for contribution to academics and research. Apart from this, he has been awarded one Australian Patent and have published thirteen Indian Patents. He is a member of many national and international organizations.

|Nishita Pruthi - Editor|Dr. Nishita Pruthi is an Assistant Professor at the Asian School of Business, part of the Asian Education Group, Noida. Awarded with Ph.D. at the Institute of Management Studies and Research, Maharshi Dayanand University, Rohtak, Haryana, she exemplifies academic excellence and scholarly dedication. Dr. Pruthi has an impressive portfolio of nine research papers published in prestigious journals, with six indexed in Scopus, Web of Science, UGCCARE, and ABDC. Her contributions extend to authoring thirteen chapters in edited volumes published by globally renowned publishers such as Emerald, Bentham Science, and IGI Global. Additionally, she has co-edited three books published by IGI Global, USA, reflecting her versatility and scholarly rigor. Her academic journey is further distinguished by her active participation in twelve national and international conferences hosted by premier institutions, including IIM Indore, IIM Jammu, IIM Kozhikode, and Deakin University. Dedicated to fostering a transformative learning environment, Dr. Pruthi inspires critical thinking, ad creativity, ensuring her students are well-prepared to excel in dynamic academic and professional landscapes [Editor]

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