The customer service landscape is undergoing a seismic shift, thanks to the advent of Generative AI. This powerful technology is not just enhancing the way businesses interact with their customers. It’s setting new standards for what customers expect from modern contact centers. No doubt that Generative AI will provide better customer service:
- Faster and personalized customer service
- Reduced waiting time
- Reduced cost
What can Generative AI do for Contact Centers?
Generative AI can quickly sift through vast databases to provide accurate answers with an orchestration layer like Teneo. This reduces the Average Handling Time (AHT) and enhances customer satisfaction. By being able to handle a significant portion of customer queries, Generative AI reduces the need for large customer service teams. Consequently, it leads to substantial cost savings.
As we explore the transformative power of Generative AI, Contact Center needs an agnostic approach in its orchestration. This allows the contact center to quickly reap the benefits of generative AI in customer service. The maturity journey can be visualized in stages of maturity as presented by BCG.
Generative AI is swiftly moving towards the third stage, where it predominantly drives reactive use cases. While humans remain an integral part of the loop, the AI’s capability to resolve complex customer queries is on the rise. Its ability to mimic human agents in tone and responsiveness further elevates the customer experience.
In the next step, AI takes a more proactive role. Instead of merely reacting to customer queries, it anticipates and addresses issues before they escalate. The synergy between traditional AI, which decides on the prompts, and Generative AI, which delivers these prompts in a human-like manner, will redefine customer interactions. As these AI-driven actions become more accurate and freer from biases, the need for human oversight diminishes.
The pinnacle of Generative AI’s evolution in customer service is a stage where it supports virtually every user journey. Picture service bots tailored to individual customer needs. These AI entities would have a holistic understanding of a customer’s relationship with the company. It will anticipate customers’ needs, and integrate with other systems to provide a comprehensive view of the customer life cycle.
Dive Deeper with Teneo
Venturing into the world of Generative AI? Teneo’s open architecture can work with any LLM at any part of the process to help businesses through the transformative journey with Generative AI. Download our e-book, “Future of Customer Experience with Generative AI“. It will help you discover how Teneo is shaping the next frontier of customer interactions.
Explore Teneo’s Potential for Your Business
Ready to harness the power of Generative AI tailored to your unique needs? Schedule a consultation with our Teneo experts and embark on a journey towards unparalleled customer experiences.