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Chatbots for CRM and Dialogue Management Read chapter Read first chapter

2021 | OriginalPaper | Chapter

9. Reasoning and Simulation of Mental Attitudes of a Customer

Author : Boris Galitsky

Published in: Artificial Intelligence for Customer Relationship Management

Publisher: Springer International Publishing

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Abstract

In this chapter, we employ logic programming to simulate the mental world. A Theory of Mind engine is introduced that takes an initial mental state and produces the consecutive mental states as plausible to a real-world scenario as possible. We simulate a multiagent decision-making environment taking into account intentions, knowledge and beliefs of itself and others. The simulation results are evaluated with respect to precision, completeness and complexity. Metaprogramming techniques of introspection is outlined for putting a CRM component in “customers’ shoes,” better predicting how she would think and act. We conclude that the Theory of Mind engine is adequate to support a broad range of CRM tasks requiring simulation of human mental attitudes.

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previous chapter Concept-Based Learning of Complainants’ Behavior
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Metadata
Title
Reasoning and Simulation of Mental Attitudes of a Customer
Author
Boris Galitsky
Copyright Year
2021
Book
Artificial Intelligence for Customer Relationship Management

Print ISBN: 978-3-030-61640-3

Electronic ISBN: 978-3-030-61641-0

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-3-030-61641-0_9