Real-Time Conversational Analysis Using LLMs for B2B E-Commerce Customer Value Management — Nugroho et al. (2026)
The integration of artificial intelligence into business communications has created new opportunities for real-time analysis of customer interactions. This study presents an integrative framework that combines Large Language Models (LLMs) with Customer Value Management (CVM) to enhance the understanding and management of Business-to-Business (B2B) customer relationships. The proposed framework is designed to process conversational data directly, analyze its linguistic and emotional aspects, and map the results into customer value indicators, such as the Customer Satisfaction Index (CSI), the…
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