Role of Explainable Artificial Intelligence in E-Commerce

The technological boom has provided consumers with endless choices, removing the hindrance of time and place. Understanding the dynamic and competitive business environment, marketers know they need to reinforce indestructible customer experience with the support of algorithmic configurations to minimize human intrusion. World Wide Web (WWW) and online marketing have changed the way of conducting business; with artificial intelligence (AI), business houses can furnish a customized experience to fulfil the perceived expectation of the customer.

Artificial intelligence bridges the gap between business and prospective clients, provides enormous amounts of information, prompts grievance redressal system, and further complements the client’s preference. The opportunities online marketing offers with the blend of artificial intelligence tools like chatbots, recommenders, virtual assistance, and interactive voice recognition create improved brand awareness, better customer relationshipmarketing, and personalized product modification.

Explainable AI provides the subsequent arena of human–machine collaboration, which will complement and support marketers and people so that they can make better, faster, and more accurate decisions. According to PwC’s report on Explainable AI(XAI), AI will have $15.7 trillion of opportunity by 2030. However, as AI tools become more advanced, more computations are done in a “black box” that humans can hardly comprehend. But the rise of AI in business for actionable insights also poses the following questions: How can marketers know and trust the reasoning behind why an AI system is making recommendations for action? What are the root causes and steering factors? Thus, transparency, trust, and a good understanding of expected business outcomes are increasingly demanded.

Dr. Loveleen Gaur is currently working as a Professor of Artificial Intelligence and Data Analytics at Amity International Business School, Amity University, India. She is also an adjunct professor with Taylor University, Malaysia & University of South Pacific, Fiji. she demonstrates noteworthy expertise in Artificial Intelligence, as well as the scientific knowledge and technical skills in developing state-of-the-art AI solutions for business and healthcare challenges to improve the commercial efficiency and clinical efficacy of AI-driven technology. She is a senior IEEE member and Series Editor with CRC and Wiley. Prof. Gaur has significantly contributed to enhancing scientific understanding by participating in over three hundred scientific conferences, symposia, and seminars, chairing technical sessions and by delivering plenary and invited talks. Prof Gaur is a global keynote speaker for several IEEE international conferences, external examiner/evaluator for PhD, Guest editor of several reputed journals, the editorial board of several research journals, and an active member of respected conferences around the globe.

Dr. Ajith Abraham is the Officiating Vice Chancellor at Bennett University, India. Prior to this, he was the Dean of Faculty of Computing andMathematical Sciences at FLAME University and the Director of Machine Intelligence Research Labs (MIR Labs), a Not-for-Profit Scientific Network forInnovation and Research Excellence connecting Industry and Academia. As an Investigator / Co-Investigator, he has won research grants worth over 100+ Million US$. During the last five years, he has held two University Professorial appointments: Professor of Artificial Intelligence in Innopolis University, Russia and the Yayasan TunIsmail Mohamed Ali Professorial Chair in Artificial Intelligence of UCSI, Malaysia. Dr. Abraham works in a multi-disciplinary environment, and he has authored / co-authored more than 1,500+ research publications out of which there are 100+ books covering various aspects of Computer Science. One of his books was translated to Japanese and a few other articles were translated to Russianand Chinese. Dr. Abraham has more than 57,000+ academic citations (h-index of 114+as per google scholar). He has given more than 200+ plenary lectures and conference tutorials (in 20+ countries). Dr. Abraham was the Chair of IEEE Systems Man and Cybernetics Society Technical Committee on Soft Computing (which has over 200+ members) during 2008-2021 and served as a DistinguishedLecturer of IEEE Computer Society representing Europe (2011-2013). Dr. Abraham was the editor-in-chief of Engineering Applications of Artificial Intelligence,Elsevier during 2016-2021 and serves / served on the editorial board of over 15International Journals indexed by Thomson ISI. Dr. Abraham received Ph.D.degree in Computer Science from Monash University, Melbourne, Australia (2001),Master of Science Degree from Nanyang Technological University, Singapore(1998) and B.Tech (Hons) degree in Electrical and Electronic Engineering fromUniversity of Calicut in 1990.