Customer Service in the age of AI
Generative AI is a type of artificial intelligence that can generate new content based on training data, such as audio, text, code, and images. Traditional AI is rule-based and has been used in customer service for years, mostly in self-service bots, forecasting tools, and agent productivity tools. Generative AI can improve self-service capabilities and agent efficiencies, including case or conversation summarization, knowledge management creation, and draft responses for agents to use. Companies are actively seeking ways to satisfy customers' need for convenient and seamless service despite challenges such as a lack of skilled agents, inability to keep up with customer expectations, and the need to scale as the business grows. Gartner predicts that 54% of companies will implement a chatbot to enable self-service capabilities, and 95% of global customer service leaders expect their customers to be served by an AI bot within the next three years.
Article 20m
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