. As companies push for more investments in AI and other technology to address customer service, the overall sentiment from consumers has been met with skepticism. In fact,. This results in long open rates for tickets, negative customer experiences and increased costs for companies. Companies must reconsider the deployment of GenAI so that it supports and enhances the customer experience.
Regardless of whether a customer chooses any of these three approaches, there is a single goal. To quickly provide a seamless solution that addresses the customer’s query. The good news is that there are ways that GenAI solutions can enhance customer service at all three levels.
By leveraging an enterprise’s neural search, generative AI can be leveraged to pull the relevant data points, match the relevant information to the customer’s profile preferences and prior interactions, and generate tailored real-time responses and summaries that address the specific query.