The book “Information Management” (4th ed., 2020, Volume 3: H7) by Bruins and Geurts explores the transformative role of Artificial Intelligence (AI) in modern business operations and decision-making. It discusses how AI enhances data collection, storage, and analysis to improve organizational efficiency. The chapter highlights applications of AI in customer service through chatbots, supply chain optimization, predictive analytics, and task automation, emphasizing its ability to personalize services and drive innovation. Additionally, it addresses ethical challenges such as data privacy and bias, providing a forward-looking perspective on AI’s impact on business competitiveness and strategy.
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