Ensuring top-notch customer experiences is vital for the long-term survival of any organization. However, despite the evident advantages, most contact centers worldwide are falling behind in embracing customer service automation technologies like Generative AI and Large Language Models (LLMs) that can propel them into the future.
To equip businesses with seamless and personalized customer service, Cognigy has unveiled a new eBook titled "Generative AI for Contact Centers," which helps companies deliver exceptional service by streamlining and democratizing the use of AI.
Cognigy recently unveiled its Knowledge AI solution to help create AI agents that deliver exceptional customer experiences, further showing its focus on equipping businesses with better customer service.
“The conversational capability of the AI Agents that are created when Generative and Conversational AI are coupled seems like magic. The combination of these two technologies creates conversational experiences that go way beyond anything we’ve seen before, resulting in conversations between humans and AI that are completely natural,” said Philipp Heltewig, co-founder and CEO at Cognigy.
Cognigy recommends that contact centers contemplating the adoption of AI should consider combining Generative AI with traditional Conversational AI, as this synergy can provide benefits that surpass what each technology can achieve in isolation. While Generative AI excels at producing authentic, context-aware, and personalized responses, it is not intended for standalone deployment and requires integration into an existing customer service solution. Kore.ai's recent survey also highlights the importance of Conversational AI in customer service across industries.
The eBook underscores the strengths and limitations of both AI technologies and outlines the advantages of using them in tandem for contact center or customer experience initiatives.
Additionally, the eBook explores how Generative AI will influence different positions in a customer service team, encompassing front-line contact center agents, conversation designers/bot designers, heads of Conversational AI, digital assistants, and contact center managers.
Providing efficiency and personalization
Generative AI offers substantial advantages in customer service across two key areas: speed and efficiency, as well as personalization.
For customers, Generative AI streamlines empathetic and contextually relevant responses in self-service interactions. It also enhances the accuracy and confidence of agent support. Furthermore, it allows for more flexible and adaptable interactions, departing from rigid predetermined workflows. The AI's capacity to comprehend customer input during self-service interactions is notably improved.
For agents, Generative AI provides contextual and natural suggestions during live interactions, reducing error rates. It automates the process of summarizing information during handovers and when creating support tickets. This increases the containment rate, ensuring that more issues are resolved within the conversation. Additionally, it expedites the creation of AI-powered bots and accelerates the time to realize their value. The ability to conduct rapid testing with AI-simulated conversations is another benefit, streamlining the development process. An example of how generative AI helps agents in customer service is Ada's recent addition of Generative Actions.
