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Home Opinion Decoding the AI Revolution for customer service evolution

Decoding the AI Revolution for customer service evolution

by Uma Rajagopal
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Decoding the AI Revolution for customer service evolution

 

Agam Kohli, Director, CX Solutions Engineering at Odigo

 

2023 was the year of generative AI within business, with tech giants such as Google and Amazon spinning up their own chatbots and products. So, what does this mean for 2024? How will usage of generative AI change and how can we prepare?

This year, AI is expected to further integrate itself into the daily lives of consumers, and it is only a matter of time before they come to expect the same from their favourite brands and services. Whilst for businesses, technology has the power to transform operations and engagement with customers, providing distinctive experiences and opportunities for growth. With 75% of business executives already using AI for customer service, late adopters need to either jump on the bandwagon or risk falling behind.

However, this ‘jump’ is easier said than done. Since the launch of ChatGPT just over a year ago, businesses now face the challenge of balancing rapid innovation to meet customer demands and remaining competitive, all while navigating the potential risks associated with generative AI.

Understanding the weights to master the balancing act 

Whilst customer service professionals have been using AI and natural language processing (NLP) for years, this generative AI hype presents a wave of new opportunities to further transform the customer experience. Yet, as most businesses continue to dip their toe into the generative AI lake, they should consider the risks of this relatively unregulated technology. 

An overwhelming 91% of executives state that their companies now use generative AI or are planning to do so in the next 18 months. When combined with chatbot integration and 24/7 availability, this advanced technology creates the potential for misinformation and inaccurate responses due to incomplete or inaccurate data. Which could, understandably, put the trust and loyalty built between a business and their customers at risk. 

Nevertheless, generative AI has transformed how employees can productively perform within their businesses. Leaving space for agents to build meaningful relationships with customers, by alleviating the burden of admin tasks, such as data entries and scheduling through basic automated systems. Allowing them to focus on more meaningful interactions that require a ‘human touch’.  

When it comes to the full potential of AI and automation, an investment of time, money and expertise is required. In order to fully evolve within the AI revolution, businesses and their customer service departments must carefully weigh up the advantages to customers, agents and the business, whilst taking any risks of inaccuracy into account. 

The importance of workplace education

To stay competitive today and meet customers’ demands, some businesses are ignoring the potential risks of AI and leaving security as an afterthought. It is essential to embed security within generative AI to properly safeguard data and prevent misuse, and ensure that staff are effectively trained to use the new tools. 

As many agents are very familiar with AI-based tools and natural language processing, they will most likely see generative AI as a natural next step. However, there are significant distinctions between yesterday’s AI programmes and today’s generative AI tools. Therefore, employers should consider working with technology and business leaders to design frameworks that answer the need for knowledge on the front line. 

With a robust framework, employees can experiment within safe parameters, especially with the absence of clear AI regulations. It is paramount for contact centre agents to be confident in generative AI’s potential and limitations. Whilst it can help with informed decision making, it is important to remain aware of the risk of over-reliance, especially when it comes to customer data. The key is to position generative AI as a tool that enhances the capabilities rather than replacing them. 

The rise of generative AI propels businesses into a realm where innovation and competition are interwoven. AI-based tools allow employees to dedicate more time towards valuable and meaningful tasks and concentrate on building a business and customer relationship based on loyalty and trust.

Nevertheless, it is crucial for businesses to think about the risks of misinformation, security breaches, and data misuse before jumping straight in. Through embracing generative AI whilst creating a system where security is considered, businesses are able to ensure a meaningful personalised customer experience while maintaining competitive in the evolving world of technology. 

 

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Uma Rajagopal has been managing the posting of content for multiple platforms since 2021, including Global Banking & Finance Review, Asset Digest, Biz Dispatch, Blockchain Tribune, Business Express, Brands Journal, Companies Digest, Economy Standard, Entrepreneur Tribune, Finance Digest, Fintech Herald, Global Islamic Finance Magazine, International Releases, Online World News, Luxury Adviser, Palmbay Herald, Startup Observer, Technology Dispatch, Trading Herald, and Wealth Tribune. Her role ensures that content is published accurately and efficiently across these diverse publications.