8 Effective Uses of Generative AI to Revolutionize Customer Service

If you ask any customer service professional, “How have the last few years been?” the response will remain unchanged: "Overwhelming." ?

In the face of rising customer demands and staffing constraints, customer service teams are scrambling to figure out how to "do more in less time and on less money." And generative artificial intelligence has the solution to this query.?

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Generative Artificial Intelligence and Azure OpenAI?

The collaboration between tech giant Microsoft and OpenAI, a leader in generative artificial intelligence (GenAI), has significantly contributed to the widespread popularity of this technology. Their partnership resulted in the Azure OpenAI service, which allows businesses to quickly and securely develop custom solutions based on GenAI models like GPT, DALL-E, and CLIP. These solutions include chatbots, virtual assistants, automated speech and data processing systems, and more.?

Enterprises are leveraging Azure OpenAI to drive efficiency, customization, and innovation in customer support.?

In this article, we will explore 8?ways you can use Azure OpenAI for customer assistance to enhance customer satisfaction while streamlining internal operations. From continuously working chatbots to personalization based on deep data analysis, these technologies are already radically changing the customer service industry. Learn more about these innovations in the materials of SMART business, a company with a high level of expertise in implementing AI solutions.?

Generative AI in customer service: use cases?

There are many ways to use generative artificial intelligence, in particular Azure OpenAI, in the customer service industry. Therefore, we will focus on the most useful ones for businesses.?

24/7 Customer Support?

Chatbots based on Azure OpenAI can provide 24/7 customer support. They can handle frequently asked questions, provide product and service information, and resolve issues—significantly reducing the workload on human operators. This is especially valuable during peak times like holidays or sales events.?

Research shows that 50-70% of customer service inquiries can be automated, depending on the business's specifics.?

These AI chatbots utilize natural language processing (NLP) and machine learning models, learning from corporate data to understand context and deliver responses that closely resemble human communication while maintaining a consistent corporate tone.?

Unlike traditional chatbots, AI assistants solve a much wider range of tasks. For example, AI customer service solutions can become guides in user navigation on the site, while personalizing the answers.?

Traditional chatbots need you to go through several difficult scenarios and type out each answer. And if the customer uses colloquial language, slang, or asks questions in an unusual way, the regular chatbot will be unable to respond. At the same time, an AI-enabled chatbot will always comprehend the context and provide the most correct response. In addition, the organization will need to spend far less time on development and maintenance.?

Processing and sorting customer requests?

Creating tickets, categorizing and distributing client requests, and routing them to the proper departments and specialists are all tasks that AI-powered customer service solutions utilizing Azure OpenAI can help with. The consequence is a decrease in client wait times. ?

For example, AkzoNobel, a global chemical producer, has decreased customer wait time by 80% because of AI. Isn't the figure astounding??

Personalization of experience and offers?

A business may use AI to examine past consumer encounters and offer tailored suggestions. similar to how Spotify creates customized playlists based on an analysis of our musical tastes. ?

Additionally, AI customer care systems are able to infer from clients' communications their emotional states, enabling support agents to modify the way they answer and handle requests. This strategy fosters loyalty and raises client happiness.?

Automation of routine tasks?

AI customer support software can handle routine tasks like updating order information, altering account settings, processing returns, transcribing conversations, converting voice to text and vice versa, summarizing requests, or providing a brief overview of all prior client interactions. Operators will therefore have more time to handle requests that are more complicated. ?

CRM (Customer Relationship Management) systems may be readily connected with AI customer care solutions built on Azure OpenAI, ensuring that helpful information is automatically added to client profiles. The information may be utilized in the future for customer service process enhancement and marketing activities.?

Assistance to operators?

Many people in the customer service profession are familiar with this circumstance. There is a big knowledge base, which the operator must swiftly explore to locate answers or, in certain cases, documents. But what do you do when the operator is inexperienced and is merely attempting to search the database using the terms supplied in the client’s request? ?

Consider an AI tutor who understands the context and can identify and file the correct response in seconds, even if the request is not well expressed. As a consequence, client wait times are decreased, new staff are onboarded faster, and overall department productivity increases.?

New user onboarding?

A corporation may utilize generative AI to assist new users with installing and configuring a new product. Thus, an AI-powered chatbot may start a discussion as soon as a user logs into the site for the first time. It greets the customer and gives step-by-step directions for getting started. AI customer support software also provides video instructions, answers commonly asked questions, and facilitates account creation. This guarantees a simple introduction to your products.? ?

Analytics and customer insights?

Data analysis is a big opportunity for AI customer service solutions built on Azure OpenAI. Thus, by evaluating enormous volumes of data in real time, generative AI may find trends and predict future client demands. ?

For example, the system may detect a pattern in which clients contact the call center two weeks after purchasing a product with inquiries regarding its installation. After detecting this, the firm can contact clients and provide more thorough instructions or a conversation with an expert. This allows you to address problems and detect abnormalities even before the consumer approaches you. ?

AI may help you understand how different client groups engage with your brand, allowing you to develop more successful business strategies. For example, depending on data, artificial intelligence divides clients into three categories: new customers, repeat customers, and those interested in certain product categories. You may then automate the generation of email campaigns including unique offers and promotions for each category. ?

For example, American Express utilizes OpenAI to monitor consumer conversations across several platforms, including social media, phone, and email. In this method, they may identify trouble areas and take preventative steps.?

Filling the knowledge base's gaps ?

Finding holes in the company's existing resources that result in client demands will be made easier with the analysis of AI customer support tickets. ?

To address these issues, the AI-powered customer support solutions will automatically suggest creating new articles or upgrading existing ones. By ensuring that the knowledge base is current, a proactive approach will lower the volume of support service requests as clients will be able to locate the information they require independently. ?

AI technology, incidentally, will significantly accelerate document and database searches.?

AI in Customer Service: Key Benefits by the Numbers?

Implementing Azure OpenAI in customer service brings significant benefits, as confirmed by various studies.?

Faster Request Processing: IBM reports that incorporating chatbots and AI solutions can reduce service costs by up to 30% and boost request processing efficiency by 40%.?

Reduced Staff Workload: A Forrester report highlights that automating routine tasks with AI can decrease the need for human intervention by 50-70%, enabling specialists to focus on more complex tasks.?

Enhanced Service Quality: According to Salesforce, using AI in customer service can increase customer satisfaction by 20-30%.?

Efficiency and Cost Optimization: Gartner predicts that by 2025, up to 80% of customer service interactions will be automated through AI. ?

Why is implementing AI solutions based on Azure OpenAI more effective with SMART business??

The Future of Customer Service is AI — and 78% of customer service specialists agree, according to HubSpot research.?

But how can you make AI work most effectively for your company? Which solutions are best suited for your needs? How long does it take to train AI assistants tailored to your business models? And how can you achieve all this on a minimal budget??

The answer is to partner with experts in AI technology implementation. For over 15 years, SMART business has been helping Ukrainian and European companies innovate without the need to expand their development teams or divert valuable specialists from core tasks. Our team will handle the development and deployment of AI solutions based on generative AI, utilizing GPT models, and we guarantee:?

• Fast Azure OpenAI Implementation: We will develop a precisely calibrated AI solution for you, with a turnaround time starting at just 80 hours.?

• Expert Prompt Engineering: Our specialists will personalize and train your AI assistant to generate high-quality responses to a wide range of inquiries. It will communicate in the tone and style that your brand's consumers expect.?

• Unlimited Customization: SMART business specialists will bring your vision to life, creating a unique solution using the latest advancements in AI.?

• In-House Expertise: Our experts manage the entire AI assistant development and implementation process, including ongoing project management. You can rely on our team for guidance, consultation, and any necessary enhancements as your company scales.?

• Security and Relevance: Benefit from enterprise-level security and regular updates from Microsoft.?

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Want to learn more about specific cases and how AI-based innovations can improve customer service? Register for a free webinar from SMART business today. ?

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