Want to AI-upgrade your customer service? Read this.

Tuesdays, I typically dive into various AI topics, drawing from my experience (in AI since 2012, studied at TU Munich, and have had a career in AI ever since).

This time, I would like to shed light on AI in customer service and share insights I have gained from 25+ projects.

The key advice, AI strategy tips, and project rollout guidance are found in the second part.

Don't miss the exciting AI highlights at the end.

Reading time is 6 min; ándale! ???

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?? Improving Customer Service (CS) while Reducing Costs? The Low-Hanging Fruits of AI in CS

A year ago, as GenAI Lead for EMEA at Infosys, my team and I implemented a GPT-4 AI system to handle complex client emails for a global corporation.

It used to take more than 4 hours for:

It now takes less than 1 min. by implementing AI to:

CR agrees to the answer and sends the email to the client.

If needed, the CR can edit the AI's response.

Under the hood, much more has happened.

A retrieval-augmented Generatio (RAG) architecture connects assets (knowledge, databases, systems) to retrieve relevant information.

To make it work, you need also …

• … an LLM (e.g., GPT-4, Claude 3.5 Sonnet) that we interact with to answer the emails for us. We give it the aforementioned relevant context.
• … prompt engineering. The LLM needs to know what we want from it.
• … a cloud (e.g., Azure, AWS) connecting all components and making them run.

But there is nothing impossible, not done before, nor black magic.

Since that early project, I have accompanied many more.

My All-star Team

I have cherry-picked a superstar AI implementation team, and you can book us so we can implement your AI customer service system.

We don’t have managerial overhead or a whole research arm to finance. Value for money only + only high-quality outcomes matter.

Setup a Call

What are the right use cases to start? Not all are juicy, low-hanging fruit.

For instance, product feedback from clients. You can use AI to summarize, sort, and slice & dice, but you want a person to be aware of the feedback.

The ideation and evaluation of use cases are multifaceted.

You want to look at ROI calculations (resources saved), scalability, user experience enhancement, alignment with strategic goals, and more.

Because it can be tricky to decide which step to do first (or next) with AI, we have built the GenAI Accelerator Workshop.

What is the GenAI Accelerator Workshop? It is a unique framework that guides participants through leveraging Generative AI to drive business innovation. It is a proven framework tested with over 25 organizations, from small to medium-sized businesses to large corporations.

Here is a snippet from a former interview with Steven Ramirez in preparation for the GAIAS conference.

https://mail.generativeai.net/p/3d-object-ai-medicine-gaias-frugalgpt

I go deeper in this topic on my official newsletter. If you want to learn more, click the link below.

Read the full version of this article:

https://mail.generativeai.net/p/ai-in-customer-service

I hope you enjoyed + learned something new.

Last week in Sicily, I discovered you can ride a horse on the beach and through city traffic, even with zero experience. Not possible in Germany, but in Sicily, no one cared, so we had to try it. ?? (I am the last guy.)

Martin