February 15, 2023

The role of generative AI in customer support

Wouter Janssen
CEO & Co-Founder

Artificial Intelligence (AI) has been revolutionizing various industries, and customer support is no exception. With the rise of generative AI, customer support is undergoing a significant transformation, leading to increased efficiency, improved customer experience, and reduced workload for human agents.

The Role of Generative AI in Customer Support

First line support

Generative AI can make chatbots more useful for handling easy customer support questions by allowing them to generate relevant responses based on the content of the company's knowledge base. By using natural language processing and machine learning algorithms, generative AI can understand the customer's question and search the knowledge base for relevant information. The AI can then generate a response that accurately addresses the customer's issue, providing them with the information they need to resolve their issue quickly and efficiently. This not only improves the customer experience but also reduces the workload for human agents, as chatbots can handle simple customer inquiries automatically. The result is a more efficient and effective customer support process that benefits both the customer and the company.

Second line support

AI has the potential to automate repetitive tasks in customer support, such as ticket routing and categorization. By doing so, it reduces the workload for human agents, freeing them up to focus on more complex and critical tasks. Moreover, Generative AI can enhance human agents' abilities through augmented decision making and improved knowledge management. By providing agents with relevant information in real-time, they can make informed decisions, leading to a better customer experience.

Balancing the Use of Generative AI and the Human Touch

While generative AI has numerous benefits in customer support, it's important to strike a balance between its use and the human touch. Customers expect personalized and empathetic support, and generative AI alone may not be able to provide that. Human agents bring a unique and human touch to the customer support process, and it's important to maintain that even as we integrate AI technology.

The Future of Generative AI in Customer Support

The future of generative AI in customer support is exciting and holds numerous possibilities. Virtual agents powered by generative AI have the potential to handle a large volume of customer inquiries, freeing up human agents to focus on more complex issues. Additionally, predictive customer support, where AI technology anticipates customer issues before they arise, has the potential to improve the overall customer experience.

Responsible AI Practices

As we integrate generative AI into customer support, it's important to ensure that we do so in a responsible and ethical manner. Data privacy, transparency, and accountability are critical in ensuring that generative AI technology is used for the benefit of customers and not to their detriment. At Tekst.ai, we're proud to be at the forefront of this transformation, leveraging our AI technology to provide our customers with an unparalleled support experience.

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