Published on November 17, 2023, 2:42 am

The dynamic world of Customer Experience (CX) is constantly evolving, and staying updated with the latest news, expert advice, and in-depth analysis is crucial for success. One area that holds great potential for generating value through AI is customer service.

AI tools, when used in conjunction with human agents and customers, provide CEOs with a unique opportunity to build operational proficiency while delivering exceptional customer experiences. The IBM Institute for Business Value has identified three key things that every leader needs to know about generative AI:

1. Customer service ranks at the top: Among all organizational functions or services, customer service is cited by more CEOs as the top priority for generative AI implementation. This recognition stems from the belief in its power to transform customer service through benefits such as shortened response times and improved overall customer experience.

2. Agents are crucial: The path to reaping these benefits begins with agents. Nearly two-thirds of executives (63%) plan to invest in generative AI use cases directly serving agents by 2023. This includes deploying generative AI for agent training and enabling agents to interact with tech applications for better instant assistance.

By freeing up human agents from mundane tasks and allowing them to focus on personalized customer engagement, organizations can offer enhanced value to customers and differentiate their brand. This shift also transforms customer service from being seen as a cost center into a revenue accelerator.

3. Listening, testing, capitalizing: While deploying generative AI quickly may be tempting, it’s essential for leaders to understand which customer pain points this technology can resolve most effectively. Leaders should learn from agent interactions and use that knowledge to drive change across the enterprise.

Generative AI pairs automation with humanity, making customer service a proof of concept that showcases how new tech tools can improve employee satisfaction, impact customer engagement, and drive returns. It emphasizes that generative AI is not just about technology; it’s equally about people.

The insights shared in this article are based on three surveys conducted by the IBM Institute for Business Value in collaboration with Oxford Economics. The first survey involved 200 US-based CEOs, while the second encompassed 369 executives from various countries. The third survey included inputs from 108 executives across 18 countries.

IBM, a leading provider of global hybrid cloud and AI solutions, helps clients worldwide capitalize on data insights, streamline business processes, reduce costs, and gain a competitive edge. As an organization, they foster change and transformation through innovative technologies like generative AI.

In conclusion, generative AI has tremendous potential to revolutionize customer service. By focusing on agents, understanding customer pain points, and employing a listening and learning approach, organizations can conquer risks and reap rewards. With its visible impact on customer service, generative AI can inspire change throughout the enterprise.


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