AI, Bots & Beyond: A Guide to the Generative AI Revolution in Customer Service

Hey everyone! As we lead into 2024, I've set myself the challenge of sharing more of the intriguing insights I've gathered from my career in channel and sales leadership, technology, entrepreneurship, and beyond. Expect a mix of industry know-how, best practices, and maybe a few surprises along the way. I'm aiming to post monthly, sparking discussions with my personal views and experiences, backed by data whenever needed. Thanks for tuning in, don't forget to share this article, like, and follow me for more!

Now, let's dive into something you might have heard of - AI. It's a term that's thrown around a lot these days, often considered a buzzword. While many of us have played with generative AI tools like ChatGPT, the depth of AI's impact, particularly on customer service and contact centers, isn't widely understood. So, how does AI change the game for customer interactions and buying decisions in 2024?

My Journey Through Tech Evolution:

A bit about my background: I began in 2005 with CallCopy/Uptivity, navigating the shift from TDM to VOIP, which necessitated new recording technologies. These market shifts are golden opportunities for new and existing players, forcing a rethink in strategy and tech adoption. Later, in 2014, CallCopy/Uptivity was acquired by InContact, a pioneer and leader in Cloud CCaaS. Back then, Salesforce.com was trailblazing in enterprise cloud solutions and the Unicorn disrupting Sales & CRM markets.? Salesforce.com and CRM’s in general moved to the Cloud faster than CC/UC due to the complexities with voice and real time communications delivery modalities. Today, cloud technology, propelled by platforms like AWS/Azure, has become the norm, continuously opening doors for innovation.

From Speech Analytics to Conversational AI:

Pre-AI, we had solutions like Speech Analytics. The two main models I interacted with most were Phonetic, which analyzed audio phonetically but required extensive tuning, and LVCSR, which converted speech to text using language models. These early technologies faced challenges with expense, accuracy and upkeep. The leap to Conversational AI marked a significant improvement, offering more accurate and fluid interactions. However, despite higher containment rates, these systems often fell short in complex or multi-use scenarios, functioning best with straightforward requests like bill payments or service changes along with continued customer frustrations interacting with poorly tuned solutions. I am definitely not trying to sell Conversational AI short, with the right amount of tuning & script building, the technology can and will deliver in complex environments but in my opinion, not in the way Generative AI (which combines the best of both worlds) can and will.?

The Rise of Generative AI:

Now, we're entering the era of Generative AI. This isn't a sales pitch - my excitement for GenAI stems from its transformative potential in communications. So, why do I believe GenAI is a game-changer, especially for customer service call centers?

1. Enhanced Interaction Quality:

Unlike traditional standalone conversational AI, Generative AI can handle a broader range of queries with more nuanced and dynamic responses. This capability translates to a more natural and satisfying customer experience, moving beyond the robotic feel of earlier technologies.?

2. Technical Superiority:

Generative AI differs technically in its ability to generate content and solutions in real-time, based on vast datasets and learning algorithms. This means it can adapt and respond to a wider array of customer needs and scenarios, surpassing the limitations of conversational AI.

3. Market Disruption Potential:

Generative AI is poised to revolutionize the customer service industry by offering more efficient, accurate, and cost-effective solutions. This technology not only improves customer satisfaction but also streamlines operations, potentially reshaping the entire landscape of customer support.

A practical example is in the world of Bots, another fun buzzword you have probably never heard of…… ?Here is a breakdown of the two AI technologies as it relates to bots, explained in a very simple way.??

1. What's a Customer Service Bot with Generative AI?

Imagine you're chatting with a bot that can talk about almost anything, not just give pre-programmed answers. That's a customer service bot with generative AI. These bots are like the smartest kids in class who can write essays or solve problems on the spot.

2. How Do These Bots Work?

These bots use a method called 'natural language processing' (NLP) to understand what you're saying. When you ask them something, they give you a direct, easy-to-understand answer. They get better with each conversation, learning from what people ask and how they ask it.

3. What Happens When the Bot Can't Answer?

Sometimes, the question is too tough or too specific for the bot. In these cases, the bot is smart enough to pass the conversation to a human customer service person. It even picks the right person for the job and makes sure the transition is smooth.

4. What's the Difference Between Conversational AI and Generative AI?

Conversational AI is like a really good script for a play – it has lines ready for specific situations. Generative AI, on the other hand, is like an improv actor – it can create new lines on the spot, based on patterns it's learned or from previous experiences.?

5. Can They Work Together?

Yes! Conversational AI is actually a fundamental component to Generative AI models. The technology actually complements each other. For example, ChatGPT is both conversational and generative AI. It's a chatbot that also creates content.

In simple terms, customer service bots with generative AI are like cool robots in movies that can understand and respond to humans in a super realistic way, making customer service faster, smarter, and a lot more interesting!

Generative AI combines the best of both worlds.? When you leverage this technology in front of customer communication channels, you deliver a dynamic solution, that learns over time from each interaction, and is capable of handling multiple customer request scenarios at once. And this is only the beginning.?

Another reason I believe in the revolutionary impact with generative AI is simple economics.? Take a look at the top players in the space and the amount of funding for innovation.? One thing I have learned time and time again, when Microsoft, Amazon and Google are serious, markets move.

• OpenAI / Azure OpenAI - OpenAI.com A leader in generative AI with notable products like Dall-E 2 and ChatGPT. It has received significant funding, including $1 billion from Microsoft initially and an additional $10 billion, reaching a valuation of about $28 billion
• Anthropic: Anthropic.com Known for developing general AI systems with a commitment to responsible AI. It has received $3.3 billion in corporate funding, including significant support from Google.?
• Google Bard: bard.google.com/chat Google Bard is now powered by Google's very own and most advanced large language model (LLM) PaLM 2, which was unveiled at Google I/O 2023.
• Amazon Q: aws.amazon.com/q/ A significant leap in AI assistants, Amazon Q is designed to integrate across the AWS ecosystem. This generative AI assistant will be capable of solving problems, generating content, and taking actions.?
• Grok (by xAI Corp.): grok.x.ai Elon Musk’s xAI Corp, with its standout chatbot Grok, is ambitiously aiming for $1 billion in investments, having already raised $135 million. Grok’s unique approach and capabilities mark it as a key player
• Inflection AI: inflection.ai Aims to provide infinite knowledge through its AI assistant Pi, with funding of $1.5 billion. It's backed by investors like NVIDIA and Bill Gates

These companies are at the forefront of generative AI, each bringing unique contributions to the field. Their substantial funding indicates strong investor confidence and market potential.?

In conclusion, Generative AI represents a pivotal shift in how businesses can interact with and support their customers. Its technical advancements offer unprecedented opportunities for enhancing customer service experiences, making it a critical focus for any forward-thinking enterprise in 2024 and beyond.?

What do you think?

About me: Jonathan Dunham is located in Columbus Ohio with his wife Jennifer and two dogs, Rusty and Clark. An experienced industry leader in sales and channel strategy, specializing in the technology, CX UC CC Cloud, and SaaS sectors. His career is marked by significant achievements driving revenue growth, spearheading strategic acquisitions, and launching successful cloud-based solutions. Experienced and passionate about start-up’s, M&A, VC’s, Angel Investing and a general technology enthusiast. Currently, As the VP of Strategic Channels at a leading cloud communications company, he has excelled in forging key partnerships and orchestrating innovative strategies, resulting in groundbreaking automation deals. Jonathan's professional journey showcases his expertise in sales leadership and his ability to navigate and succeed in the dynamic tech industry.?

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