Large language models (LLMs), such OpenAI’s ChatGPT-4 and Google’s Bard, are making headlines as more parts of our economy are getting excited about how artificial intelligence (AI) solutions could be transformative. These LLMs can now handle longer inputs of up to 25,000 words and accept both text and images. This raises the question of how such powerful AI solutions can be applied to deliver better and more personalised services across industries. One promising application of generative AI is in customer service, where it can provide valuable insights into customers’ needs and wants.
Traditional chatbots aren’t living up to their promise and are limited by their reliance on predefined scripts and responses. They cannot fully understand the nuances of customer inquiries, which often results in frustration and dissatisfaction. Generative AI, on the other hand, is capable of understanding the context of customer interactions and can provide personalised, natural language responses that are tailored to each individual’s needs.
But, the benefits of generative AI in chatbots will not simply just happen. There will be some key steps that must be taken and obstacles to overcome.
Leveraging generative AI to better the customer experience
To leverage the power of generative AI, businesses must combine customer data with process flows to provide a valuable foundation for AI-based customer experience improvements. By analysing customer data, businesses can better predict what customers want and need, and provide more effective and personalised solutions.
For example, if a business analyses customer data and identifies that a large proportion of customers are contacting customer service with the same issue, they can use generative AI to develop a solution that addresses the issue proactively. This not only reduces the number of customer service inquiries, but also improves the overall customer experience.
Generative AI can also be used to provide a more seamless customer experience across multiple channels, which is a critical factor in increasing customer loyalty and generating revenue. In fact, according to a study by McKinsey & Company, companies that improvetheir customer experience posture have increased sales revenues by two to seven percent and profitability by one to two percent.
Studies have shown that customers who have a positive experience are more likely to recommend the company to others and are willing to pay more for a better customer experience. By using data to understand the customer journey, businesses can provide a consistent experience across multiple channels, whether it’s social media, email, or phone support.
The power of intelligent automation
The value of AI-powered intelligent automation for customer service lies in its ability to automatically solve problems based on data, rather than just providing scripted responses. For example, if a customer has an issue with a product, generative AI can use the customer’s data to understand the issue and provide a personalised solution that addresses the specific problem. This not only provides a more efficient customer service experience but also increases customer satisfaction and loyalty.
Another advantage of AI-powered intelligent automation is its ability to handle large volumes of customer inquiries quickly and efficiently. With generative AI, businesses can automate routine inquiries, allowing customer service agents to focus on more complex issues. This improves response times and reduces the workload on customer service teams.
However, it’s important to note that generative AI is not a replacement for human interaction. While generative AI can handle routine inquiries, there are some situations where human interaction is necessary. Therefore, businesses must strike a balance between the use of generative AI and human interaction to provide a truly seamless and personalised customer experience.
The future of customer service
As AI and LLMs continue to advance, businesses have an opportunity to unlock the power of generative AI to transform customer service experiences. By embracing this technology and leveraging customer data, businesses can provide personalised, natural language responses that meet the unique needs of each individual customer.
The future of customer service is not just about providing scripted responses, but about using data and generative AI to create truly personalised experiences. But the question remains, are businesses ready to embrace this new era of customer service? The answer may be the difference between staying ahead of the curve and falling behind.
The truth is, however, businesses that fail to embrace the future of customer service risk falling behind their competitors. Customers have more choices than ever before. Businesses must find ways to stand out and differentiate themselves from their competitors. By leveraging the power of AI and LLMs to provide personalised and efficient customer service experiences, businesses can do just that.