A Comprehensive Review and Future Directions of AI in Customer Communication Management

Author(s)	Vamshi Mundla
Country	United States
Abstract	Artificial Intelligence (AI) has significantly transformed Customer Communication Management (CCM) by introducing automation, personalization, and omnichannel integration. In 2024, AI-powered solutions such as chatbots, virtual assistants, predic- tive analytics, and sentiment analysis are at the forefront of enhancing customer interactions. This paper presents a comprehensive review of recent advancements in AI for CCM, exploring system architectures, historical evolution, integration challenges, and emerging trends. Detailed colored block diagrams illustrate system components, and future research directions are discussed with an emphasis on ethical AI, data privacy, and real-time adaptive models.
Keywords	Artificial Intelligence, Customer Communication Management, AI Chatbots, Predictive Analytics, Sentiment Analysis, Om- nichannel Communication, Automation, Data Privacy, Machine Learning, Human-AI Collaboration
Field	Engineering
Published In	Volume 15, Issue 2, April-June 2024
Published On	2024-06-11
DOI	https://doi.org/10.71097/IJSAT.v15.i2.2159

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International Journal on Science and Technology