Rohan Joshi, CEO and co-founder of Wolken Software, emphasizes the importance of customer experience in 2024, with companies investing in AI and other technologies for customer service. Yet, 60% of people still prefer speaking to live customer service representatives, and half of customer calls remain unresolved or need escalation, leading to negative experiences and increased costs. Companies must rethink their GenAI deployment to enhance customer experience.
Instead of completely replacing agents, companies should incorporate GenAI solutions in three categories: DIY users who prefer self-service, chatbot users comfortable with digital platforms, and live customer agents who still desire human interaction. The goal remains the same for all three approaches: to quickly provide seamless solutions that address customer queries. With the right strategies, GenAI can enhance customer service at all levels.
One key strategy is to empower an enterprise’s search function using generative AI and neural networks to analyze complex queries and conduct comprehensive searches across data repositories, knowledge bases, and response logs. This ensures that GenAI tools can extract relevant data and provide personalized, precise, and controlled search results. By optimizing personalized experiences for customers, companies can address individual situations effectively.
Generative AI can also be used to create unique responses tailored to each customer’s query, profile preferences, and past interactions. Instead of relying on formulaic knowledge base pages, companies can leverage neural search to generate real-time responses and summaries that address specific customer issues. These customized responses can be delivered instantly to users online or to customer service agents, improving efficiency and enhancing the overall customer experience.
Companies should also consider developing co-pilot chatbots using enterprise language models to interact with customers in real-time and troubleshoot issues collaboratively. By layering additional data for case summarization, answer generation, and precise guidance, agents can leverage this technology to effectively address customer queries. This approach can further improve customer service and streamline communication between customers and companies.
In conclusion, AI will continue to revolutionize customer service as people become more comfortable interacting with technology. It is crucial for companies to implement GenAI solutions effectively to meet the evolving habits of their customer base. By leveraging these technologies in a strategic and customer-centric manner, companies can enhance their customer service operations and deliver exceptional experiences to their customers.
