The Caring Machine: Feeling AI for Customer Care

Feeling skills have always been a human domain, but AI is advancing rapidly.  This article shows how AI can be used to develop feeling intelligence and build empathetic customer relationships.

Ming-Hui Huang & Roland T. Rust

Journal of Marketing
  • Roland Rust
  • Marketing
  • Artificial intelligence (AI)
  • Digital platforms, ecosystems, and omnichannel commerce
  • Customer analytics and market insights
  • Future of work and skills
  • Generative machine learning, data analytics, data fusion, and personalization
  • Human–AI collaboration and augmented decision-making
    • Marketing
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