Artificial intelligence for customer service automation

Automating customer support can offer several benefits. It can increase efficiency by handling routine queries, freeing up agents to handle more complex issues. It can provide 24/7 support, improve response times and reduce operational costs. Moreover, it can help gather customer data for insights and offer personalized experiences.

Genesys can provide information and answer any questions you might have about automated customer service. Chances are, you may already be leveraging AI to automate conversations, summarize customer calls, apply speech and text analytics, and more.

Genesys Cloud AI uses conversational AI, generative AI and predictive AI. Together, these embedded capabilities enable meaningful personalized conversations (digital and voice) between people and brands. They also automate customer service and enable better employee outcomes.

Through multiple forms of predictive modeling, Genesys Cloud AI calculates predictive outcomes and automates key decisions. Genesys Cloud AI uses natural language processing and NLU, generative AI, entity recognition and other extractive techniques to find new meaning in conversational data.

Artificial intelligence (AI) is a powerful business tool for building and curating better, more personalized customer experiences, and customer service is a big part of that. AI technology allows virtual agents to communicate clearly to help get to the heart of customer issues and, if possible, provide a solution. Taking on these relatively simple customer inquiries takes them off the plate of live agents, boosting agent productivity and cutting wait times for customers.

And when a person does need to step in, AI helps to make the handoff process smoother and easier for your customer service team and the customer in need alike. Artificial intelligence can match the customer’s issue with the agent best suited to handle it fast, whether that means an expert in the subject or whoever’s available first — or somewhere in between.

There’s a host of other ways AI can improve your customer service offerings as well. It can directly support agents by surfacing information and by providing prompts and post-call wrapups to take things off agents’ plates. Additionally, AI can provide sentiment analysis of your customers, and it can help with planning for contact center supervisors.

AI is key to providing the highest possible level of customer satisfaction in today’s business landscape.

When your business is preparing to embark on your transition to an AI call center, there are a few steps you should definitely take.

Decide what problem you’re solving
Don’t just implement AI because it’s a buzzword. What issues are you experiencing in customer service? What are the gaps you need to fill? Where are customers suffering?

Auditing your status quo will put you in a much better position to understand what needs to change and how.

Identify the platforms most likely to solve that problem
Answering those questions will allow you to more easily identify the best AI platform for your unique needs. Research is key — don’t just pick based on price, because in many cases you get what you pay for. Try out your options, take demos and talk to experts.

Create a training and onboarding plan
Implementing AI is a big change for any business — don’t expect it to be a magic bullet. Your agents need to know how it’s going to support them and how to use it. Your leaders need to know how they can provide support to make the change go smoothly.

Evaluate and adjust
Don’t assume that even if everything goes well, implementation will be a set-it-and-forget-it matter. Set KPIs, and assess success of your implementation based on those figures. If you find that the problems you started out with aren’t getting solved, adjust your tactics accordingly.

There are a number of ways in which generative AI can be used to improve your business’s customer service. AI can use large language models (LLMs) to automate customer conversations with precision to help solve more routine issues. Generative AI can also understand customer inputs more easily, extracting meaning from text through sentiment. Additionally, auto-summarization means that live agents don’t have to spend as much time on menial tasks, instead being able to focus on their work.

When looking for a call center AI solution, there are a number of things to look out for. Every business is different, of course, but there are general pros and cons to be aware of. Artificial intelligence is complex, and can be hard to manage if you aren’t an expert. That makes support critical.

There are a couple ways that can bear out when you buy an AI contact center solution. One is whether or not your solution is going to remain cutting edge over time. Some AI solutions will require new software and hardware as time goes on, and implementation can be a challenge. Others (like Genesys Cloud) are constantly and automatically updated with new features without requiring maintenance of any kind on the customer side.

You also need to consider whether your vendor is a true partner or just selling a product. An AI call center solution may be described as turnkey, but in order to get the most out of your investment onboarding and your knowledge base are key. It’s worth seeing whether your potential solution comes with a quality customer success program.