Organizations of all kinds are looking to infuse generative AI into their day-to-day operations, and customer service teams are no exception. The technology behind ChatGPT and similar tools is already transforming nearly every aspect of customer support.
The generative AI revolution won’t take place at some point in the future — the tech is already available. That’s why it’s vital to embrace generative AI today if you want to deliver the cutting-edge service customers are expecting.
This starts with understanding what generative AI is, how it can be practically applied to customer care, and how to handle it safely.
To understand what generative AI is, it’s essential to grasp the building blocks of artificial intelligence. Here’s an overview of the key concepts:
How does this all tie into customer service?
Well, the specialists who create AI-powered customer service tools are using LLMs behind the scenes to build their own products geared specifically toward assisting service teams. As a ready-made product, ChatGPT isn’t suitable for use in customer support on its own — it’s too generic and can’t be customized to fit the needs of any one organization.
On top of this, implementing your own generative AI for customer service comes with a number of risks. Modern AI solutions are incredibly advanced, meaning they’re capable of hallucinating — or malfunctioning — in unforeseen ways. Chatbots can provide incorrect, outdated, or nonsensical responses without the proper oversight.
To leverage generative AI safely, customer support teams need to work with AI solutions built specifically for the purposes of customer service. These platforms come with pre-equipped frameworks to ensure your software is performing exactly as it should.
Customer support teams can start applying generative AI to:
Generative AI can improve a chatbot’s ability to automate customer questions by:
Generative AI can effectively raise your agents’ productivity by:
Generative AI is capable of transforming customer support teams from cost centers into revenue centers by:
Building your own generative AI platform is a costly and time-consuming process.
That’s why going with a ready-made generative AI solution like Zowie X1 is the smart choice. Tailor-made for customer service, Zowie X1 covers the costs of generative AI, gets up and running in hours, and comes with built-in QA features to ensure customers receive the right information.