How can Artificial Intelligence AI improve customer experience?
By Laxmikant Khanvilkar
With the advent of technological advancements, customer service has become more engaging as a result of which an average customer today expects a lot more from his service providers, be it a bank, grocer, or a food joint. Whether it is about placing an order, requesting a product exchange or concerns over utility billing, the customer expects prompt response and effective resolution to his inquiries.
Customer services has become a game of immense cut-throat competition wherein a service is required to be delivered 24/7 across multiple channels.
AI is use for a long time now but traditional AI enabled prompt service has limitations. Currently, the use of chat bots is on rise. These bots are rule-based systems or traditional machine learning algorithms to automate tasks and provide predefined responses to customer inquiries.
Generative AI has the potential to significantly disrupt customer care, leveraging large language models (LLMs) and deep learning techniques designed to understand complex inquiries and offer to generate more human-like conversational responses.
Many enterprises are eager to harness the power of generative AI for customer service. They understand context, generate clear and contextually appropriate responses, and handle customer inquiries and scenarios more effectively.
They can resolve complex customer queries, including nuanced intent, sentiment and context, leading to more accurate and relevant responses. Generative AI has a potential to leverage customer data to offer personalized answers, recommendations and offer customized suggestions and solutions to enhance the customer experience.
Generative AI disrupting customer service
Generative AI has emerged as powerful tool for businesses which can help raise productivity, improve support and boost growth. Below are five exciting use cases where generative AI is changing the game in customer service:
Conversational search: Customers can find the answers they’re looking for quickly, with human-like responses that are generated from finely tuned language models based on company knowledge bases.
Agent assistance: search and summarization: Customer support agents can use generative AI to improve productivity, empowering them to immediately answer customer questions with automatically generated responses in the users’ channel of choice based on the conversation.
Build assistance: With the help of generative AI, one can create content and build assistance to support service requests, getting generated responses and suggestions based on existing company and customer data.
Call center operational and data optimization: Generative AI enhances the feedback loop, as it can summarize and analyze complaints, customer journeys, agent performance and more, converting a costly call center into a revenue generator by evaluating performance improvements for enhanced services.
Personalized recommendations: Generative AI considers the history of a customer’s interaction with the brand across platforms and support services to provide them with information that is specific to them.
Navigating the challenges of generative AI
A recent study showed that the organization with the most advanced generative AI will have a competitive advantage. However, executives are also concerned about navigating risks such as bias, ethics and security.
No matter where you are in your journey of customer service transformation, with the help of generative AI, one can achieve its full potential in a trusted, open and targeted way.
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