How generative AI is Transforming customer service

Customers in 2023 have grown from asking for a service exchange to a customer who wants accurate answers and wants them fast. The customers are also under the impression that it is almost mandatory that a service be delivered across multiple channels 24/7.??

Traditional AI approaches can tackle this challenge, but they have limitations. Chatbots currently function based on ML algorithms that run on rule-based systems. They majorly automate tasks and provide predefined responses to customers.???

Generative AI, on the other hand, can completely change customer service; using the services of LLM and deep learning, GenAI is now being used to develop more natural and personalized responses.???

GenAI analyses conversations for a better context and develops coherent responses to handle customer inquiries better. It can also effectively handle complex queries like the ones based on sentiments.???

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How generative AI can reorganize customer service:??

GenAI can be leveraged by many businesses to push their productivity, improve personalized support and enhance growth. Here are a few use cases where GenAI can change the customer service game.???

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Assistance to the user:??

Many places where users look for answers want the query to be exact and sometimes in a specific language. GenAI cuts this barrier.

It empowers the user with relevant information in a language that the user wants to communicate, thereby reducing the efforts for translation. At the same time, the GenAI-powered chatbots can offer immediate assistance. In some cases, these chatbots can also facilitate transactions for their users.??

Assistance to agents:??

GenAI chatbots can be used to assist customer support agents in various ways:??

?They can automate everyday tasks and create data-driven insights that ensure better interactions.??

?Also, these chatbots can allow the agents to gather information faster and streamline the documentation process.???

Customer service agents can also save a lot of their time with the help of GenAI chatbots that automate specific responses.???

Mail Responses and Ticket Resolution:???

To automate responses and to assist the team in ticket resolution, GenAI can be of great use. It can analyze Emails, categorize them, provide appropriate answers and send them to proper human agents. This reduces response time and ensures timely assistance.?????

Tickets can be prioritized and organized with the help of GenAI. It can also spot tickets with similar issues and suggest solutions and appropriate responses. This reduces response time and improves customer satisfaction, increasing customer support teams' efficiency.GenAI considers the history of a customer's interaction and helps the support team deliver specific information to them in a format that the user prefers.???

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Conclusion:??

GenAI is a powerful tool that can create a user experience that no one has imagined. Being fully capable of generating content and resolving issues, GenAI is a marvel when integrated into customer service. Businesses need to consider whether they want to be in the automation wave. Whatever the case, GenAI is coming and will be there soon to take over customer service as a whole.???