In today’s fast-changing business world, building strong customer
relationships is more important than ever. This course on AI-Driven Customer
Relationship Management explores how Artificial Intelligence is reshaping
business strategies for engaging, understanding, and supporting customers more
effectively. Students will learn how AI can help create personalized messages
and product descriptions quickly, analyse customer data to design targeted
marketing campaigns that grab attention and boost sales, and follow-ups to
ensure no potential customer is missed, and predict and solve customer problems
before they escalate, maintaining customer satisfaction and loyalty. The course
is designed to be hands-on, with real-world projects and examples that
demonstrate how AI tools work in practice. After completing the course,
learners will develop the ability to apply AI-driven CRM solutions to improve
operational efficiency, enhance decision-making, and drive business outcomes.
Whether they are interested in marketing, sales, or technology, this course
will equip them with valuable skills for the future. By completing this course,
learners will gain the ability to:
| Course Status : | Upcoming |
| Course Type : | Core |
| Language for course content : | English |
| Duration : | 8 weeks |
| Category : |
|
| Credit Points : | 4 |
| Level : | Undergraduate/Postgraduate |
| Start Date : | 12 Jan 2026 |
| End Date : | 30 Apr 2026 |
| Enrollment Ends : | 28 Feb 2026 |
| Exam Date : | |
| Translation Languages : | English |
| NCrF Level : | 6.5 |
| Industry Details : | Others |
Week 1: CRM Essentials: Unlocking
Potential with AI and Data
Week 2: Tools and Techniques for
AI-Based CRM
Week 3: Key NLP Techniques for
CRM
Week 4: Predictive Analytics for
Customer Relationship Management
Week 5: AI-Powered Chatbots for
Feedback and Service
Week 6: Customer Relationship
Optimization Using AI
Week 7: Integration of AI in CRM
platform
Week 8: Ethical Considerations
and Challenges
https://info.deeplearning.ai/machine-learning-yearning-book
https://www.oreilly.com/library/view/predictive-analytics-for/9781119267003
https://www.internationaljournalssrg.org/IJCSE/paper-details?Id=531
Dr. Monika is an Assistant Professor in the School of Computer
Science and Technology at Bennett University, Greater Noida, Uttar Pradesh,
India. She has over 12 years of teaching experience in higher education,
combining strong academic grounding with a deep commitment to learner-centric
pedagogy. She holds a Ph.D. in Computer Science and Engineering from Banasthali
Vidyapith, where her doctoral research focused on aviation accident analysis
using data-driven approaches.
Her research interests include Artificial Intelligence, Flying and
Vehicular Ad-hoc Networks (FANETs/VANETs), Cellular Automata, and Data Science,
emphasizing real-world problem solving and data-driven innovation. She has
published extensively in SCI/SCIE and Scopus-indexed journals, and her
scholarly contributions have led to three patents/designs in the areas of
sports analytics, aviation safety, and network routing optimization.
Dr. Monika has successfully guided numerous M.Tech dissertations
and more than 80 B.Tech projects, showcasing her dedication to mentoring and
academic excellence. Her teaching expertise covers a wide range of subjects
including Advanced Databases, Data Structures and Algorithms, Machine Learning,
and Data Science. She is well-versed in integrating theory with practical
application, making complex technical concepts accessible and engaging for
diverse learners.
With three years of rich experience in online education, she has
actively contributed to MOOC development and instructional design using the
SWAYAM four-quadrant framework. She is passionate about advancing online
learning excellence, having developed strong expertise in virtual programming
labs, coding-based evaluation, and e-learning pedagogy. Her professional
journey reflects a blend of academic rigor, research innovation, and a
forward-looking vision for inclusive and technology-driven education.
Enrolling and learning from the course is free. However, if you wish to obtain a certificate, you must register and take the proctored exam in person at one of the designated exam centres. The registration URL will be announced when the registration form is open. To obtain the certification, you need to fill out the online registration form and pay the exam fee of Rs.750/-. More details will be provided when the exam registration form is published, including any potential changes. For further information on the exam locations and the conditions associated with filling out the form, please refer to the form.
Grading Components:
Internal Assignment Score: This contributes 25% to the final grade. It is calculated based on the average of the best 4 out of 8 assignments submitted during the course.
Proctored Final Exam Score: This contributes 75% to the final grade and is based on the proctored final exam, which is scored out of 100.
Overall Course Score: The overall course score is the weighted sum of the internal assignment score and the proctored final exam score.
Assessment Type | Weightage |
Weekend Assessment | 25% |
Final Exam | 75% |
Eligibility for Certification:
To qualify for the course certificate, you must meet both of the following criteria:
If either of these conditions is not met, you will not be eligible for certification, even if your final score is 40 or higher (out of 100).
Score | Type of Certificate |
>=90 | Gold |
76 - 89 | Silver |
61 - 75 | Bronze |
40 - 60 | Successfully Completed |
<39 | No Certificate |
Sample Certificate:
Disclaimer: In order to be eligible for the certificate, you must register for enrolment and exams using the same email ID. If different email IDs are used, you will not be considered eligible for the certificate.
The certificate of completion will include your name, photograph, and final exam score, along with a detailed score breakdown.
It will be electronically verifiable through the SWAYAM platform at https://swayam.gov.in/. Please note that only an e-certificate will be issued. Printed or hard copies will not be provided.
We sincerely appreciate your participation and interest in our online courses and certification programs. Wishing you continued success and an enriching learning experience with IIM Bangalore.
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