How to benefit from generative artificial intelligence in customer service

How to benefit from generative artificial intelligence in customer service

It’s been an eventful year in technology, but one theme stands out as the dominant one in 2024: the emergence of generative AI as a viable, even startling, advance. It promises to revolutionize almost every industry. It has technology leaders buzzing.

Of course, artificial intelligence is nothing new; Technology suppliers have been integrating it into their products for many years. But when the world learned of ChatGPT’s compelling capabilities, even many industry veterans were surprised at how quickly it had reached speed. It’s no wonder that almost all the meetings I have these days with companies focus at least partially, if not primarily, on how to better leverage the potential of generative AI to drive business outcomes.

Organizations are targeting customer service as the highest priority use case for leveraging generative AI solutions. Customer experience is now the most important brand differentiator in many industries, and leaders in those companies know it. For example, a recent Propel report indicates that 54% of consumers say they would consider abandoning a brand after one bad experience.

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How AI-powered call centers improve customer service

One way businesses can leverage generative AI to improve customer experience is to upgrade their contact center technology with AI-based solutions. This includes implementing intelligent bots to directly address certain aspects of the customer experience while improving others.

Bots are often the first line of contact when customers call or interact with a business online. With an ever-increasing ability to use and understand natural language as it is spoken, a well-trained AI bot can inquire about a customer problem and either pass the customer to the correct human agent or, in some cases, help the customer. Without human intervention.

Customer experience is now the key differentiator for brands in many industries, and leaders in those companies know it.

Adam Weiss

Vice President, Vertical Markets, CDW

How to get started with generative AI

So, how do you start a business? It’s not as simple as buying some AI-powered call center technology and watching the magic happen. Every business is unique (just like human employees) and AI technology must be trained on the organization’s products, options, and terminology before it can effectively help customers or workers.

For this reason, it’s understandable that some organizations feel intimidated by the idea of ​​trying to leverage AI to improve customer experience. But this is misleading: the process of developing and training AI models has become easier, as major technology providers have been building baseline levels of AI on which companies can build. We can help by providing software development kits and other essential tools to quickly build and train AI models.

No organization should attempt to embark on the generative AI journey alone. The best first step is to connect with an experienced partner who can guide the company through a guided process, understand its needs, and safely get it where it needs to be.

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