What is Generative AI and how is it revolutionizing customer service?

3 min.


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Written by:

Daniela Araújo

Artificial Intelligence (AI) has made significant advances in several areas, including customer service.

It’s no longer news that AI brings many benefits to the field, but its constant evolution is leading to new transformations. Currently, the focus has shifted to Generative Artificial Intelligence (Generative AI).

But what is this new concept and what are the new opportunities for customer service?

What is Generative AI?

Generative AI is an advanced form of artificial intelligence as we know it because it doesn’t just perform specific tasks or respond to predefined commands. It can completely autonomously create new content such as text, images, music, and even dialog that resembles human interactions.

It does this by using machine learning to learn patterns and trends from large data sets, and can apply this knowledge to create new, unique, and original content.

How does Generative AI apply to customer service?

In the context of customer service, Generative AI creates countless opportunities and possibilities to revolutionize the customer experience. Explore some of them below:

    • 24/7 Service

Generative AI makes 24/7 customer service possible. Through artificial intelligence automation, such as IVR (Interactive Voice Response) and IVA (Intelligent Virtual Assistant), it is possible to provide continuous support to customers, regardless of the time zone they are in.

    • Advanced Customization

By analyzing data related to consumer preferences, behaviors, and interactions, Generative AI is able to create highly personalized responses and recommendations. As a result, businesses can offer increasingly precise suggestions and solutions, creating a more satisfying customer experience that builds loyalty.

    • Multichannel support

By integrating different communication channels, such as chatbots, social networks, email, and virtual assistants, customers can choose their preferred channel to interact with companies and have access to a cohesive omnichannel experience that is convenient for them.

    • Quality control

Another benefit is maintaining excellence in customer service. Generative AI continuously analyzes customer feedback to identify necessary adjustments and improve responses over time. It not only ensures consistent interactions, but also helps to adhere to the protocols and policies established by the company.

    • Operational efficiency

By automating repetive tasks, such as answering simple and frequently asked questions, agents can spend more time on more complex and strategic issues. This increases operational efficiency, reduces customer wait times, and optimizes team resources.

    • Troubleshooting

By processing massive amounts of data, Generative AI can also identify patterns in common customer issues. By providing step-by-step guidance and suggested solutions, it can offer solutions to reduce service times and internal transfers.

    • Generate useful content

In addition to responding to customer queries, Generative AI can also generate and recommend useful content to customers, such as tutorials, step-by-step guides, product suggestions, informative articles and more, to add value and help customers make informed decisions.

Generative AI opens up countless possibilities for transforming customer service, but it is essential that companies use this technology responsibly, taking into account ethics and data security and privacy. GoContact can help you meet this challenge.

With our complete solution in the cloud, you can have advanced tools at your side that are essential to the day-to-day running of contact centers, as well as the ability to implement natural language IVRs and intelligent virtual assistants to set up self-service automation and services.

Let us help you improve your customer service efficiency and your company’s bottom line!