TY - GEN
T1 - Adoption of AI-CRM for Public Value Creation
AU - Gabay, Hagar
AU - Jonathan, Gideon Mekonnen
AU - Reychav, Iris
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
PY - 2024
Y1 - 2024
N2 - Inspired by the success of organisations in the private sector, public organisations turned to customer relationship management (CRM) tools to learn about various citizen groups and their particular needs. Recently, AI-driven CRM (also referred to as AI-CRM) has increasingly gained recognition as a revolutionary solution for improving the relationship between organisations and their customers—by automating routines, improving segmentation and prioritisation, providing virtual assistance, and guiding employees. However, various challenges were found to hinder the adoption of the technology and the realisation of the anticipated benefits of AI-CRM in the public sector. This study explores AI-CRM adoption and integration with existing systems at the Ministry of Labour of Israel. Based on the review of the extant literature and in-depth interviews with selected experts in various units, we present the expected results and contributions of the ongoing study.
AB - Inspired by the success of organisations in the private sector, public organisations turned to customer relationship management (CRM) tools to learn about various citizen groups and their particular needs. Recently, AI-driven CRM (also referred to as AI-CRM) has increasingly gained recognition as a revolutionary solution for improving the relationship between organisations and their customers—by automating routines, improving segmentation and prioritisation, providing virtual assistance, and guiding employees. However, various challenges were found to hinder the adoption of the technology and the realisation of the anticipated benefits of AI-CRM in the public sector. This study explores AI-CRM adoption and integration with existing systems at the Ministry of Labour of Israel. Based on the review of the extant literature and in-depth interviews with selected experts in various units, we present the expected results and contributions of the ongoing study.
KW - Artificial Intelligence
KW - Customer Relationship Management
KW - Digital Transformation
KW - Public Organisation
KW - Public Value
UR - https://www.scopus.com/pages/publications/85202183853
U2 - 10.1007/978-3-031-68211-7_11
DO - 10.1007/978-3-031-68211-7_11
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AN - SCOPUS:85202183853
SN - 9783031682100
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 130
EP - 135
BT - Electronic Government and the Information Systems Perspective - 13th International Conference, EGOVIS 2024, Proceedings
A2 - Kö, Andrea
A2 - Kotsis, Gabriele
A2 - Khalil, Ismail
A2 - Tjoa, A Min
PB - Springer Science and Business Media Deutschland GmbH
T2 - 13th International Conference on Electronic Government and the Information Systems Perspective, EGOVIS 2024
Y2 - 26 August 2024 through 28 August 2024
ER -