This video is about how Generative AI can be used to improve customer service.
The speaker, Manish Goyal, a senior partner at IBM Consulting, discusses the challenges of meeting customer expectations in today’s world. He explains how generative AI can be used to automate tasks, improve agent productivity, and provide better self-service experiences for customers.
Here are the key areas where generative AI can improve customer service:
Self-service: Generative AI can be used to create chatbots and virtual assistants that can answer customer questions and help them troubleshoot problems. These AI-powered self-service experiences can be more natural and conversational than traditional self-service options, and they can be more resilient to variations and digressions in customer queries.
Augmenting human agents: Generative AI can be used to help human agents resolve customer queries more quickly and efficiently. For example, generative AI can be used to search knowledge bases and present relevant information to agents, or to help agents draft email responses.
Context center operations: Generative AI can be used to analyze customer service conversations and identify areas for improvement. This can help businesses to identify and resolve common customer pain points, and to improve the overall quality of their customer service operations.
The speaker also discusses a five-step approach that businesses can take to implement generative AI for customer service. This approach includes defining the customer experience you want to deliver, understanding your customers, determining how you want to serve your customers, selecting the right tools, and designing the customer journey end-to-end.
Overall, the video makes a compelling case for the use of generative AI in customer service. Generative AI has the potential to transform the way businesses interact with their customers, and it can lead to significant improvements in customer satisfaction and loyalty.
