How Generative AI Can Improve Customer Service and Boost Business Value

 

      How Generative AI Can Improve Customer                    Service and Boost Business Value

Generative AI is a powerful technology that has the potential to create significant business value. Estimates suggest that it can generate $404 billion each year. Companies are exploring how this technology can improve customer experiences. However, not all AI-powered customer service bots have been successful. For example, AirAsia’s AVA chatbot has had significant challenges. Some customers find chatbots frustrating and are reluctant to use them again. Despite these struggles, experts predict that generative AI’s benefits are too great for companies to ignore. It has the potential to revolutionize customer service.

There are four key strategies that businesses can use to maximize the potential of generative AI while minimizing risks. These strategies are:

1. “Copilot” for Live Interactions

Generative AI can act as a digital assistant for human call center workers. This approach streamlines access to information and suggests replies, improving productivity and leveling the playing field for less experienced workers.

2. Creating and Training Chatbots

Integrating generative AI into the chatbot creation process enhances communication by paraphrasing questions and generating sample conversations. This minimizes risks and allows for tailored communication styles.

3. Tracking Interactions Over Support Ticket Lifespan

Generative AI’s ability to synthesize and summarize interactions is beneficial in avoiding repetitive explanations. Automated case summaries facilitate efficient communication between customer support agents and customers across multiple channels.

4. Training and Onboarding New Call Center Workers

Generative AI is a low-risk, high-reward tool for training call center workers. Simulated conversations familiarize agents with potential issues, and the technology can expedite the onboarding process for new or inexperienced workers.

By strategically implementing this technology in areas such as live interactions, chatbot creation, support ticket tracking, and employee training, companies can enhance customer experiences while realizing substantial returns. It’s important to remember that this technology is not meant to replace human interactions, but rather to enhance them. Generative AI has the potential to significantly improve customer service and boost business value.