Published on November 16, 2023, 6:00 pm

The world of customer experience (CX) is constantly evolving, and staying updated with the latest news, expert advice, and in-depth analysis is crucial. Today’s customers have high expectations when it comes to their interaction with businesses. They demand quick and thorough answers to their inquiries, available 24/7 across multiple channels.

While traditional AI approaches have provided quick service to customers, they do have their limitations. Chatbots, for example, often rely on rule-based systems or traditional machine learning algorithms to automate tasks and offer predefined responses. While effective to a certain extent, these methods might not be able to handle complex customer queries that require nuanced understanding of intent, sentiment, and context.

This is where generative AI comes into play. Generative AI leverages large language models (LLMs) and deep learning techniques that are designed to understand complex inquiries and generate more natural conversational responses. It has the potential to disrupt customer service significantly. Not only can generative AI comprehend complex queries effectively but it can also leverage customer data to provide personalized answers and recommendations tailored to enhance the customer experience.

Enterprise organizations that have already embraced AI journeys are eager to explore the power of generative AI for improving customer service. By harnessing the capabilities of generative AI models, companies can increase productivity, improve personalized support, and encourage growth in their operations.

Here are five top use cases where generative AI can revolutionize customer service:

1. Transforming contact center operations: By incorporating generative AI capabilities into contact centers, businesses can enhance their agents’ ability to capture crucial information from conversations with customers. This includes automatic call summarization and topic extraction that accurately update CRM systems with actionable insights quickly.

2. Cost reduction: With the implementation of generative AI solutions, enterprises can expect significant reductions in pre- and post-call operational tasks by optimizing processes through automation.

3. Improved decision-making: In a study conducted by the IBM Institute of Business Value, 75% of CEOs surveyed acknowledged the competitive advantage that generative AI offers. It helps organizations make more informed decisions by leveraging the insights generated from advanced AI technologies.

4. Addressing concerns: While generative AI presents immense potential, executives have legitimate concerns about issues such as bias, ethics, and security. However, companies like IBM Consulting are dedicated to addressing these worries through their Center of Excellence (CoE) for generative AI and providing clients with education and guidance on implementation.

5. Tailored solutions: Generative AI allows businesses to create customized, targeted solutions that align with their specific needs. Through partnerships with ecosystem players like Salesforce, Amazon, Genesys, Five9, and NICE, IBM Consulting leverages open-source and other technologies to deliver tailored generative AI solutions.

IBM Consulting is a leading provider of global hybrid cloud and AI services. They help clients across countless industries capitalize on data insights, streamline business processes, reduce costs, and gain a competitive edge in their respective markets. With breakthrough innovations in areas such as AI, quantum computing, cloud solutions, and consulting expertise, IBM is well-positioned to assist organizations in harnessing the full potential of generative AI.

Whether your organization is just beginning its customer service transformation journey or looking for ways to enhance its existing approach with generative AI capabilities, IBM Consulting can provide comprehensive support tailored for business success.

By staying at the forefront of technological advancements and having an unwavering commitment to trust, transparency, responsibility inclusivity, and service excellence,
IBM continues to empower enterprises globally with innovative solutions that drive growth.
For more information about how IBM can help your organization thrive in today’s evolving customer experience landscape,

About the Authors:
Rosane Giovis is a Global Service Transformation Leader at
IBM Consulting responsible for helping clients build distinctive revisions,
engage technology digitization.Customer care.Citizen care.
Rosane has spent her career assisting clients in formulating business strategies
that prioritize customer growth and digital modernization through next-generation technologies and innovations.

Enikő Rózsa is a Distinguished Engineer at IBM, specializing in AI and Analytics.
With extensive experience in the field, Enikő leads the Customer Service Transformation use case for watsonx at IBM Consulting’s Generative AI Leadership Council.
She is responsible for driving innovation in AI-powered customer service solutions.


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