Live support and accurate AI outputs can be combined
“Instead of viewing AI as a way to reduce expenses, they should really be looking at it through the lens of enhancing the customer experience and driving value.” Instead of looking at AI as a means to cut costs, enterprises should be focusing on how it can enhance the customer experience and drive value. The key to achieving both of these goals is? The right balance of technological innovation and human judgement.
A key role in customer support
Generative AI’s potential impact on customer support is twofold: Customers stand to benefit from faster, more consistent service for simple requests, while
also receiving undivided human attention for complex, emotionally charged situations. For employees, eliminating repetitive tasks boosts job satisfaction and reduces burnout.The tech can also be used to streamline customer support workflows and enhance service quality in various ways, including:
Automated routine inquiries:
AI systems handle straightforward customer requests, like resetting passwords or checking account balances.
Real-time assistance: During interactions, AI pulls up contextually relevant resources, suggests responses, and guides live agents to solutions faster.
Fritcher notes that TP is relying on many of these capabilities in its customer support solutions. For instance, AI-powered coaching marries AI-driven metrics with human expertise to provide feedback on 100% of customer interactions, rather than the traditional 2%to 4% that was monitored pre-generative AI.
Call summaries:
By automatically documenting customer interactions, AI saves live agents valuable time that can be reinvested in customer care.
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