This chapter will focus on artificial intelligence (AI) and how it can impact businesses’ interactions with their customers. AI is changing the world whether it be improving healthcare provision or improving education provision at all levels from primary school through terminal degrees, AI’s impact is present. This trend is likely to continue as advances in technology have seen AI’s capabilities advance at an extraordinary rate. The more advanced AI becomes, the faster its capabilities expand. This paper will discuss artificial intelligence’s use in customer relationship management. As will be discussed, maintaining current customers requires the fewest resources and provides greater profitability than acquiring new customers. I will conduct a comprehensive literature review to bring together some of the leading research regarding artificial intelligence. The paper will be structured to discuss customer-specific actions, and business improvement actions, and end with a look at potential roadblocks and the need for future research.

James Rowe is an independent researcher and an aspiring Ph.D. in management candidate. Mr. Rowe has degrees in political science (BA, George Washington University; MA, Columbia University), public administration (MPA, Harvard University), business administration (MBA, Cornell University), and law (Doctor of Law, Cornell University). Mr. Rowe has served in the military and worked as a consultant and investment banker.