Published on December 19, 2023, 9:32 am

Artificial intelligence (AI) has revolutionized numerous industries by providing innovative solutions and driving sustainable value for businesses. One area where AI is making significant strides is in generative AI, also known as GenAI. GenAI has the potential to deliver actionable insights and transform customer service into an “invisible” experience.

Dave Kanter, Global Lead of the Accenture ServiceNow Business Group, discusses the concept of invisible customer service in a session from the Acceleration Economy AI Ecosystem course. He highlights how GenAI can enhance customer engagement and provide personalized care by delivering a major productivity boost.

Kanter envisions a future where businesses can leverage GenAI to have an always-on advisor that guides employees through a comprehensive history of past problems and provides recommendations for better solutions. This augmented customer service experience allows for hyper-personalization based on the tone of each interaction. Furthermore, with invisible customer service, customers no longer feel like they are interacting with an automated process but rather receive personalized assistance tailored to their specific needs.

The use of generative AI in customer service is not limited to addressing individual issues but also extends to connected services. By leveraging AI-powered platforms such as ServiceNow’s Now Assist, businesses can provide seamless experiences across various touchpoints while maintaining contextual relevance. This integration ensures that customers receive consistent support throughout their journey without experiencing any disruption.

As organizations increasingly adopt GenAI technologies, the potential benefits become clearer. Businesses can unlock greater efficiency in problem-solving, discover deeper insights into customer preferences, and provide more tailored experiences. The power of GenAI lies in its ability to analyze vast amounts of data quickly and generate valuable insights that drive decision-making.

To tap into these opportunities, companies need to embrace AI technologies and explore partnerships with experts in the field. Collaboration between industry leaders like Accenture and ServiceNow signifies the importance placed on harnessing AI capabilities to create value-driven interactions.

In conclusion, generative AI is paving the way for invisible customer service by delivering context and enabling hyper-personalization. Through AI-powered platforms, businesses can provide seamless, connected experiences that enhance customer engagement and drive sustainable value. As the potential of GenAI continues to unfold, organizations must seize the opportunity to leverage this transformative technology for their competitive advantage.

This article was originally published on Acceleration Economy.


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