Authors: Nargiz Eldar qizi Aliyeva, Kamran Vidadi oglu Mustafayev, Lala Elshan qizi Mammadova, Emil Rovshan oglu Gurbanov
Abstract: – In the era of hyper-personalized customer engagement, businesses are increasingly turning to cloud-based Business Intelligence (BI) systems integrated with Cognitive Customer Relationship Management (CRM) models to gain competitive advantage. Cognitive CRM extends traditional CRM by embedding AI capabilities such as natural language processing, machine learning, and sentiment analysis to generate deeper insights from structured and unstructured data. This article explores the practical application of Cognitive CRM within cloud-based BI ecosystems, focusing on architecture, integration strategies, real-time analytics, and decision automation. It highlights case studies where companies have successfully leveraged these models to optimize customer retention, improve service personalization, and boost operational efficiency, while also addressing challenges like data privacy, system complexity, and model governance.
DOI: https://doi.org/10.5281/zenodo.16311390
