In 2023, generative AI made inroads in customer service

TechTarget, a publication that focuses on technology news, tips and insights into the changing IT market, recently wrote about the popular topic of generative AI. The article, In 2023, generative AI made inroads in customer service talks about the advancements, challenges, and real-world applications of generative AI in the context of customer service.

Generative AI is like a double-edged sword. It’s making customer service smoother, but there are bumps in the road that can lead to an increase in work friction. Christophe Martel, CEO of FOUNT, sheds light on the subtle impact of generative AI on call center agents.

Analyzing clients’ use of generative AI in the contact center, FOUNT found that generative AI is quite helpful in the hands of more seasoned agents, Martel said.

But newly hired agents often have difficulty interpreting generative AI’s suggestions for customers’ less-common, more-complicated problems or situations that require more intricate processes to solve.

“If that agent has to rely on the GenAI response to serve the customer, the agent is actually unable to know whether the answer is right or wrong.”

As companies step into the evolving world of generative AI in customer service, strategic planning and thoughtful implementation will be the key drivers of success. By embracing the transformative power of generative AI, companies position themselves at the forefront of innovation, ready to shape the future of friction-free customer service.

To read the article on the TechTarget website, visit this link. To learn more about work friction, download our latest whitepaper.

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