“Enterprises are attempting to hurry to determine tips on how to implement or incorporate generative AI into their enterprise to achieve efficiencies,” says Will Fritcher, deputy chief consumer officer at TP. “However as a substitute of viewing AI as a strategy to scale back bills, they need to actually be taking a look at it by way of the lens of enhancing the shopper expertise and driving worth.”
Doing this requires fixing two intertwined challenges: empowering reside brokers by automating routine duties and making certain AI outputs stay correct, dependable, and exact. And the important thing to each these targets? Hanging the correct steadiness between technological innovation and human judgment.
A key position in buyer help
Generative AI’s potential influence on buyer help is twofold: Clients stand to learn from sooner, extra constant service for easy requests, whereas
additionally receiving undivided human consideration for advanced, emotionally charged conditions. For workers, eliminating repetitive duties boosts job satisfaction and reduces burnout.The tech can be used to streamline buyer help workflows and improve service high quality in numerous methods, together with:
Automated routine inquiries: AI programs deal with easy buyer requests, like resetting passwords or checking account balances.
Actual-time help: Throughout interactions, AI pulls up contextually related assets, suggests responses, and guides reside brokers to options sooner.
Fritcher notes that TP is counting on many of those capabilities in its buyer help options. For example, AI-powered teaching marries AI-driven metrics with human experience to supply suggestions on 100% of buyer interactions, slightly than the normal 2%
to 4% that was monitored pre-generative AI.
Name summaries: By mechanically documenting buyer interactions, AI saves reside brokers beneficial time that may be reinvested in buyer care.
This content material was produced by Insights, the customized content material arm of MIT Expertise Assessment. It was not written by MIT Expertise Assessment’s editorial workers.
