Chapter 1: Artificial Intelligence in Customer Service: An Introduction to the Next Frontier to Personalized Engagement - Varsha Jain, Jagdish Sheth, Emmanuel Mogaji, Anupama Ambika -- Part 1: Introduction to AI and Customer Services -- Chapter 2: AI in Customer Service - A Service Revolution in the Making - Werner Kunz, Jochen Wirtz -- Chapter 3: Opportunities & Challenges of AI-Driven Customer Service - Rijul Chaturvedi, Sanjeev Verma -- Chapter 4: AI in Customer Service Strategy for Seamless Customer Experience Yuanyuan Cui, Patrick van Esch -- Part 2: Customer Engagement -- Chapter 5: Personalized and Contextual AI- Services Experience - Valentina Pitardi -- Chapter 6: Engaging Self-Service in a Customer Service Ecosystem - George Spais -- Chapter 7: Understanding the Role of Data in Artificial Intelligence-based Personalization - Subhadeep Mukerjee -- Part 3: Customer Experience -- Chapter 8: Artificial Intelligence for Seamless Experience across Channels - Nguyen Phong Nguyen, Emmanuel Mogaji -- Chapter 9: Data Processing and AI-Technology Integration for Personalized Services - Gourav Roy, Varsha Jain, Parth Salunke -- Part 4: Customer and Employee Wellbeing -- Chapter 10: Use of AI With Ethics and Privacy for Personalized Customer Services - Damini Goyal Gupta, Varsha Jain -- Chapter 11: Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment -Sakshi Kathuria, Sudhir Rana -- Chapter 12: Role of Risk on Employees' Willingness to Collaborate with Artificial Intelligence and its Impact on Wellbeing - Stefanie Paluch, Thomas Wittkop.