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Customer Service in the age of AI

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#chatbots

#conversationalai

#customerservice

#generativeai

#traditionalai

Dynamics 365 Customer Service

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Aug 25, 2023

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AI Summary

  • Generative AI refers to a type of artificial intelligence that can generate new content based on training data, such as audio, text, code, and images.
  • This differs from traditional AI, which is typically rule-based and task-oriented.
  • Traditional AI has been used in customer service, self-service bots, forecasting tools, and agent productivity tools.
  • The ultimate goal of customer interaction with a company remains the same: to have their questions or issues resolved seamlessly and quickly.
  • Many companies are actively seeking ways to provide convenient and seamless service, despite challenges such as lack of skilled agents, inability to meet customer expectations, and the need for scalability.
  • Implementing chat bots and conversational AI has been a common method to address these challenges and reduce the cost of customer service.
  • According to Gartner, 54% of companies have implemented chat bots for self-service capabilities, and a BCG survey found that 95% of customer service leaders expect customers to be served by AI bots in the next three years.
  • Generative AI shows promise in improving self-service capabilities and agent efficiency, including use cases like case or conversation summarization, knowledge management creation, and draft responses for agents.
  • Leveraging generative AI services, such as Google's Bard or Microsoft's Azure Open AI, can have a significant impact on the customer and employee experience.

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