Learn about the role of Generative AI in customer service

The world is fascinated by artificial intelligence. We’re amazed by the texts created by ChatGPT, the intricate images created by Midjourney, and the code completions offered by Tabnine. And these are just a few of the AI ​​tools that are making headlines today: in fact, artificial intelligence permeates many areas of our lives.

Such advances in artificial intelligence are causing mixed feelings. on the one hand, it has clear advantages that make many business processes faster, easier, and simpler. Its global adoption is increasing and has reached 35%. On the other hand, there are fears, often well-founded, that at the rate at which AI is developing, it could get out of hand and become unpredictable. A number of technological leaders, including Elon Musk and Steve Wozniak, expressed a similar opinion.

However, any artificial intelligence is only as powerful as its creators, and now AI-based tools are showing clear benefits for their users.

What is Generative AI and how does it work?

I decided to ask this question to the artificial intelligence itself and see how it defines its essence. Well, it seems the description he provided is pretty fair. generative AI creates content from existing data, as close as possible to human-generated content.

Importantly, generative AI uses the data it finds by crawling the width of the World Wide Web in its “masterpieces.” Simply put, it doesn’t create anything new, it just compiles a new essay, image, or audio out of whatever it deems most appropriate for the task at hand.

However, it can be extremely useful in many business processes. No human can search data with the same speed and accuracy that AI can, so it can speed up flows and reduce the number of errors. For example, it is increasingly being used in the field of customer service together with its close “brother”, conversational AI. While generative AI is designed to create a variety of content, be it text, graphics, audio or video, conversational AI focuses on understanding human language and providing intelligent responses. Conversational AI uses natural language processing and is implemented in various chatbots.

How do both conversational AI and generative AI play a role in customer service?

Service and support include both communication and content, making them ideal for AI applications. There are a number of ways that generative and conversational intelligence can improve and complement customer service.

Automated multi-channel customer service

Both generative and conversational AI can capture a significant portion of customer support communications. For frequently asked questions, the chatbot can provide standard answers based on keywords it recognizes.

More powerful features of generative AI can create automated emails. emails, text messages, notifications, surveys and voice communications. Its language features can help find the tone and phrasing most appropriate for a specific situation.

As a result, AI tools can take a lot of the burden off agents’ shoulders, giving them more time to solve complex cases and develop themselves.

Knowledge management

The quality and performance of customer service is highly dependent on the knowledge that provides it. Thanks to the generative tool of artificial intelligence, which is capable of processing huge amounts of information almost instantly, the task of knowledge management can become much easier.

When it monitors all of a company’s resources, from its internal and external knowledge base to team wikis and product descriptions, AI can provide information on any topic a support agent might need almost instantly. They will no longer need to search for different resources, provide the right keywords, and try to remember where they saw the information they need right now. It will be literally at their fingertips. just ask.

Expanding self-service resources

Today, the focus is on knowledge-centric support that meets customer demand for self-service resources. Customers like it when they can find answers to their questions without having to speak to an agent, say 67%. Naturally, for a great experience, a business should provide high-quality resources, such as a detailed and useful knowledge base, a set of frequently asked questions, videos or short answers to animated tutorials.

Do you see AI potential here? Given key information and important keywords, the tool can generate knowledge base articles, FAQ posts, how-tos, and other support materials. Of course, the texts and images it creates must be reviewed by professionals, but most of the work will be done automatically.

Personalized product recommendations

By analyzing tons of customer information from support, browsing and purchase history, social media, survey responses, and demographics, generative AI can provide valuable insights into their shopping patterns.

As a result, the tool can generate personalized offers and recommendations aimed at specific customers or groups. With certain customer service etiquette techniques that can be incorporated into AI messaging, communications can achieve higher engagement and ultimately higher conversion rates.

Deeper customer analysis

By being able to process and analyze massive amounts of data, AI can find trends and patterns in customer behavior that human analysts might miss. AI can examine historical data over long periods of time to build a more complete picture of market demand trends and their fluctuations over time.

Using such analytics, AI can predict how the market situation may develop in the future and thus outline the most profitable product development and marketing strategies.

At the same time, artificial intelligence can also be useful for tracking and analyzing customer feedback. It may be configured for social media monitoring, platform reviews, survey results, blog comments and other customer information not protected by data privacy laws. Based on such studies, it can find opportunities to make a unique selling proposition by addressing a specific pain point.

Verloop.io’s generative AI platform

Verloop.io’s Generative AI platform is a powerful tool that can help businesses streamline their customer service operations, improve customer satisfaction and drive revenue growth. Therefore, Verloop.io has developed a number of compelling features using Generative AI to help engage customers quickly and easily without the need for agents to craft long messages for hundreds of customers. These features include:

AI-Summary. This feature allows agents to create a summary of all conversations with customers, including conversations with the bot and previous agents. By clicking the Summary button in their Verloop.io live chat dashboard, agents can access internal chat notes and create full notes or a chat summary.

AI-transformation. With AI rewording, users can easily rewrite or reword words, sentences, or entire content with just a click of a button. This eliminates the need to spend time crafting messages for customers, as AI can rewrite content in seconds. This simplifies workflows and reduces the time spent on writing.

AI-Tone adjustment. This feature enables customer support teams to adjust the tone of their message to casual, formal or semi-casual depending on the context of the conversation. By using the right tone, agents can improve the customer experience and respond quickly to customers.

AI- Expand. This feature allows customer support agents to expand words and phrases to provide a consistent response to customers with minimal typing effort. By typing a few phrases and clicking the expand button, agents can generate grammatically correct sentences in no time.

The future of Generative AI is bright

Artificial intelligence can help businesses find that delicate balance between the need for superior customer service and cost optimization. AI can cover many content creation and communication tasks so that agents will only need to make minor revisions and adjustments to add the “human touch” that AI still often lacks.

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