Get real with AI: Everything you need to know about using generative AI in customer service

AI has a significant impact on customer service. AI  makes it possible to offer personalized customer support at scale while improving response times and channel availability. Incorporating AI-driven automation in your support processes frees up agent time to handle more complex, high-value tasks. With access to a wealth of data, AI powers advanced analytics to know your customer preferences and needs better.

Chatbots are a great example of AI used in customer service. AI-powered chatbots can interact with customers in real-time and provide instant responses round the clock. Using natural language processing(NLP) algorithms, chatbots can learn from previous customer interactions, understand queries better, and respond accurately

With huge strides in generative AI and predictive analytics, AI will further enhance customer support—making customer service more personal and empathetic. AI will enable businesses to give hyper-personalized experiences with insights derived from vast amounts of customer data. Chatbots will be able to give more human-like responses across channels, becoming proficient in understanding context, sentiment, and intent. AI will also become an excellent and trusted assistant for every agent, providing real-time information and recommendations.