Brands can improve customer experience, cut costs, and boost sales by using Generative AI to reimagine customer service.
AI-enabled customer service is now the most efficient and time-saving way to deliver personalized, proactive customer experiences.
Generative AI has advanced the use of artificial intelligence for several months. The generative AI-based ChatGPT platform was merely the beginning of a wave of novel use cases.
The possibilities are infinite, and businesses, consumers, and regulators are still attempting to keep up. With the implementation of generative artificial intelligence (AI) to boost applications, customers worldwide are utilizing this cutting-edge technology.
Businesses of all sizes and sectors are investigating and developing their generative AI use cases. It helps in altering how the clients engage with technology.
Generative AI for Customer Service
One of the most well-known applications of generative AI is the GPT. It is a Generative pre-trained transformer, also known as GPT. ChatGPT and GPT-4 are the most recent version developed by OpenAI.
GPTs are machine learning algorithms that can interact with and respond to input by creating human-like replies.
Customer service is one of the most significant corporate use cases for generative AI due to its human-like abilities. Â Businesses can create top-notch experiences because of the speed and intelligence of this technology. It ranges from a personable approach to in-depth product expertise.
Advantages of AI in customer service
Customers who experience value during a customer service transaction are more likely to repurchase or renew. Providing excellent customer service increases the company’s reputation, and AI tools can add to this.
Here are a few ways to transform the digital customer experience in the coming months and beyond using generative AI:
1. Use chatbots using AI to respond to client inquiries
One of the most popular ways that AI technology is used in customer service is through chatbots. Â Chatbots can react to fundamental and commonly requested client inquiries using existing data. They interpret human communications using natural language processing (NLP) and natural language understanding (NLU) to formulate the proper answer.
Customers can self-serve and find the required information via chatbots. There is no need to speak to a representative.
Chatbots enhance the quality of customer service by:
- Minimizing wait times and giving prompt responses
- Â Limiting consumer questions to those that are sophisticated or urgent for support teams
- Scalable 24/7 support
Businesses can use a chatbot to answer more than half of their frequently asked queries. It enhances customer satisfaction and cuts costs.
Make sure chatbots adhere to security and privacy standards. Develop a robust generative AI policy to ensure safety.
2. Conduct automated sentiment analysis
Customer assistance relies heavily on feedback. Brands can improve customer service when they know how consumers feel.
AI tools can automatically analyze customer feedback, service tickets, and survey results. For instance, brands might ask AI technology to mark input as favorable, unfavorable, or neutral.
Teams can also analyze certain feelings in customer evaluations, such as happiness, sadness, excitement, or frustration.
- AI-powered automated sentiment analysis enables marketers to:
- Deal with client problems more quickly.
- Utilize uniform standards to analyze and categorize comments to reduce bias.
- Recognize consumer sentiment to enhance their interaction with customer service.
3. Utilize text classification to handle many support tickets efficiently
According to a customer service research by Live Agent,
Teams can use AI and text classification to manage requests when the customer service team is dealing with a steadily increasing volume of tickets.
Text is automatically categorized using AI and ML based on prior associations.
Use text categorization to categorize a support ticket’s urgency as high, medium, or low. It might also help determine the support ticket’s subject.
AI tools can be useful for:
- Order the requests
- Rapidly recognize and address key concerns.
- Provide tickets to customer service personnel according to their area of expertise.
4. Enable customer service choices via Interactive Voice Response (IVR)
Interactive Voice Response (IVR) enables automated voice prompts callers.
Although this technology is not new, AI is improving it and enabling users to have more complex interactions.
Callers can ask direct questions, and the IVR system will comprehend and respond with the appropriate information.
5. Deliver proactive, individualized client experiences
 People expect individualized customer service interactions that reflect their experiences and preferences, just as they want personalized social media feeds suited to their interests.
AI tools can assist in curating unique experiences that promote brand engagement and loyalty. For instance, a person might have visited a website multiple times but have yet to make a purchase. With the interaction quality they get in this visit, they can easily convert into a customer.
AI systems can contact customers to offer support or send them nudges with discount codes. These apply to their cart based on their behavior or the items in their shopping cart.
6. Deliver automated processes to customer service teams
Customer support representatives are responsible for various tasks, including updating records, escalating problems, troubleshooting, and working with product teams.
Customer satisfaction increases due to support staff’s more effective management of this burden. These systems may analyze customer queries and retrieve pertinent knowledge base articles, assisting agents in solving problems more quickly.
Additionally, they can transcribe calls and prompt the agent with suggested words or actions that have enhanced the client experience in the past.
Customer-facing staff members may utilize generative AI to compose emails, design personalized responses, and streamline workflows even without specialized AI tools like Agent Assist.
They need to receive AI training to comprehend this technology and apply it to their daily tasks.
7. Make customer service training more realistic
Customer service representatives must maintain their composure when dealing with angry consumers or questions they don’t know the solution. AI technology helps train the representatives to handle them well. They can practice conversing with a chatbot, “customer,” to learn how to control the conversations better, which may take a bad turn. They can learn to hone their responses and become accustomed to typical situations.
Also Read: Customer Experience (CX) Tools: Why Do They Fail and What Marketers Must Do
 Conclusion: Customer service using AI still needs a human touch.
 Artificial intelligence (AI) is not a substitute for the customer service staff. They can utilize it as a tool to operate more effectively. After all, deploying AI systems for customer care still has several drawbacks.
Businesses can gain much value from transforming their customer service to be AI-enabled. They can improve customer experience, cut costs, and boost sales by reimagining their customer service capabilities.
