Yadav, Rohit, Yadav, Mohit and Nghiem, Xuan-Hoa (2025) The Influence of Conversational AI on Enhancing Customer Satisfaction in Insurance Claims Handling. In: Intersecting Natural Language Processing and FinTech Innovations in Service Marketing. IGI Global, USA. pp. 489-503. ISBN 9798369399446 Available at: https://www.igi-global.com/chapter/the-influence-o...

Yadav, Rohit, Nghiem, Xuan-Hoa, Limbu, Yam B., Huhmann, Bruce A. and Yadav, Mohit (2025) Upskilling Service Employees for Digital Transformation Using Gamified Training. In: Strategic Workforce Reskilling in Service Marketing. IGI Global. pp. 217-232. ISBN 9798337301662 Available at: https://doi.org/10.4018/979-8-3373-0164-8.ch011