The infusion of AI, particularly generative AI technologies like OpenAI and Google Bard, into the customer service environment will yield many incredible benefits for businesses and consumers, such as faster self-service capabilities, reduced hold times and better customer experience . Nevertheless, people are reasonably concerned about how such technologies will change the way we interact with one another.
. Both Gmail and Microsoft Teams, for example, allow users to select one of several generated responses. These auto-completion and auto-response features accelerate interactions, permitting customers to communicate their needs quickly to customer service representatives. Additionally, generative AI tools can analyze and transcribe calls simultaneously in real time, producing a useful summary analysis to help businesses automate the more frequent categories of customer requests that enter the customer service environment. Naturally, enterprises want to understand why customers are communicating with them. Turns out, customers aren’t too different than the companies they’re contacting.
When properly trained, large language models allow virtual assistants to draw upon millions of human conversations, extracting and leveraging the best instances of human empathy. As a result, the virtual assistant can quickly detect emotions and modify its tone, sentiment and word choice to empathize with the customer and de-escalate tensions if they are frustrated or angry.
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