Benefits of Using Generative AI in Customer Support
Customer support is an important element of any business that wants to be profitable and build the base of loyal clients. No matter how good products or services a firm makes or delivers, people will still have questions about deliveries, installations, maintenance, and prices, among others. All such inquiries should be quickly addressed, as if your company is not fast enough, customers may choose a competitor.
Receiving and processing numerous similar requests might be tedious, but leaving them without answers is catastrophic for a business. Generative AI can help to make this process straightforward and fast. This is a technology that is responsible for generating relevant answers to customer queries within seconds. It was already chosen by many companies who wanted to streamline their satisfaction rates and improve the operations. In this way, the combination of customer support and generative AI is a future due to numerous benefits that this tandem delivers.
Chapters
Generative AI: What’s Behind?
This artificial intelligence technology that we call Generative AI helps with the creation of original content. The latter can be used for different purposes, such as answers to the questions, small videos, images, and even software codes. In customer support, the aim is to provide a client with an answer to their question based on the nature of the inquiry.
Usually, generative AI processes information and creates output with the help of machine learning algorithms. These algorithms can simulate the thinking processes of the human brain. Generative AI operates huge volumes of data, analyzes the information, and completes the task at hand. Productivity of generative AI is huge in terms of the improvement of the workflow and data processing.
How Does It Work?
For the untrained eye, the process seems simple, but in reality, there are multiple complex activities happening in the background. There are three main phases:
- Pre-training. You need to prepare the data that generative AI will use. It will become the basis for the future tool’s functioning. Generative AI mainly uses large language models (LLMs), but can also process small to medium language models. Of course, if image or sound response is needed, a multimodal (capable to transform text to speech or text to image) model should be chosen.
- Tuning. The process involves connecting the foundation model with the specific requirements of your customer support. This adjustment is needed to specify which internal parameters a model will need to accomplish the given task. At this stage, you can feed additional data to get the desired result of application.
- Working, receiving feedback, and readjusting. These three stages are performed almost simultaneously. You need to allow generative AI to work, obtain the feedback from people that are engaged in the process, and make some changes in the logic (if needed). One of the techniques that improves gen AI tool’s performance is retrieval augmented generation (RAG). It ensures access to the most recent data to ensure that generated responses are current and actual.
Benefits of Generative AI
One of the main benefits of this technology for customer support is efficiency of work. For example, cosupport.ai suggests delegating almost all routine customer requests to AI assistants to reduce the workload of customer support agents and allow them to focus on more complicated tasks. The possibility to automatize work, reduce costs, and improve customer satisfaction are just some of the advantages of this technology.
- Creativity. Generative AI can generate creativity, offering personalized answers to customers’ requests. Every new customer will get a specified response, which creates a feeling that they talk with humans. Unique responses help customers feel valued by the company.
- Better decision–making. Generative AI analyzes big data, establishes some patterns and connections, as well as extracts meaningful insights. You can use this information for further strategic decisions.
- Personalization. Generative AI can analyze the preferences of your customers, their history of purchases, or even previously opened tickets in real time. It leads to personalized and user-specific experience delivered through answers to their questions.
- Availability. Gen AI virtual assistants are available 24/7. They might be affected only by technical issues, but the possibility of its appearance is rather low.
What Is Generative AI’s Output?
Despite the possibility to generate almost everything, Generative AI for customer support is mainly used for text messages. Its generative models are based on transformers – deep learning architecture that allows understanding the relationship between words and context. They can deliver contextually relevant and coherent text, such as instructions, brochures, technical documentation, reports, emails, etc. Generative AI can create repetitive writing tasks — another feature that can be of use for customer support.
Usually, agents are overloaded with numerous tickets they need to process. Having generative AI tools in place solves the problem. Software takes care of the requests, while agents perform more complicated and demanding tasks.
Wrapping Up
All in all, Generative AI is a sophisticated and rather new technology that was already applied in numerous fields, customer support being one of them. It can ensure many benefits for a business and reduce the time customer support agents spend on repetitive manual tasks. Generative AI requires some efforts to be implemented, but then, it can perform its duties without much supervision. Choosing it brings a great addition and improvement of operations for any firm.
Create more and better content
Check out the following resources and Grow!