Author of this article：Miya, Search engine optimization expert

Why is generative AI important?

Although many people still maintain a certain degree of suspicion about generative AI, there is no doubt that it has the potential to make extraordinary achievements.

“It is expected that in the next year, investment in AI will grow by more than 300%. ”

• Forrester

Its ability to quickly create novel and impressive content has further promoted the development of creativity and innovation-and promoted the boundaries of human imagination in the fields of art, music, literature, etc. It is precisely because it can generate a large amount of content so quickly and has personalized characteristics that it can be used in many industries such as marketing, e-commerce and entertainment.

Generative AIThe ability to simulate real-world scenarios makes it a very valuable tool in scientific research, engineering, and risk assessment. It can also suggest new molecular structures, simulate protein folding and other complex biological processes, thereby promoting medical and scientific progress.

“By 2024, more than 100 million people in the United States will use it.Generative AI。 By 2025, this number is expected to reach 116.9 million. ”

• Hootsuite

Generative AIinData enhancement, AI research, data interpolation and denoising also play an important role.

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How does generative AI affect customer service?

People speculate that AI is about to fundamentally change the way we do business. In the field of customer service, the impact of AI has already emerged. By 2024, the global chatbot market will reach US9994 million.

As leaders and employees of customer service, you may still be confused about how generative AI affects your customer service organization or your role in the team, which is completely understandable. We are here to help you sort out these questions and break the misunderstanding that AI will replace your work.

Although generative AI will take over some customer support tasks like previous AI versions, it also paves the way for new opportunities. Instead of weakening the role of customer service professionals, generative AI will increase the importance of labor input.

"68% of employees said that generative AI will help them better serve their customers. ”

• Salesforce

When generative AI works harmoniously with the customer service team, wonderful things happen: you can do it with minimal labor costs.Automatically resolve customer service issues。

This not only provides opportunities for customer support teams, but actually promotes their career development, from traditional customer service representatives to robot administrators, or from customer support advocates to conversational AI experts.

Here's how to transition to an AI-first way of working and ensure that AI can continue to develop with investment and structural adjustments in customer service teams：

Stage 1: Deployment

Generative AI can grab support documents and use existing content to automatically create and provide answers to answer customer questions, eliminating the need for manual training. This allows the customer service team to start dialectical AI within a few hours instead of a few weeks, allowing employees to focus more on identifying more automation opportunities, building operational processes, optimizing, and reviewing conversation records.

This means you no longer need a technician to build automation or robotics systems. On the contrary, the best performing employees can be transformed into “Bot specialists” (Bot Specialist). Give robotics experts the necessary tools to help them promote their careers-train and deploy AI chatbots to support channels, and establish automated customer experience (ACX) benchmarks and KPIs.

To ensure success in this initial stage, please make sure that the following three points are in place：

personnel：Let “robotics experts" join the team and introduce them to a wider range ofCustomer service organization, As an AI chatbot partner, is responsible for training and deploying chatbots, and also learns from partners' best practice recommendations and generative AI expertise.

Partners include：

• Customer support leader: The robot expert will report to the customer support leader and be specifically responsible for the implementation and content management of the AI chatbot.
• Education team: The education team is a key stakeholder in the content management of the knowledge base, and it needs to collaborate with robotics experts to ensure the accuracy and consistency of the content.
• Product/Engineering team: Work with product and engineering teams to ensure that chatbots are integrated and embedded in the website to provide a seamless user experience.

By clarifying the cooperative roles and responsibilities of all parties, ensure that AI chatbots can be efficiently deployed and continuously optimized, and promote collaboration between teams to promote the organization's progress in the field of AI-driven customer service.

technology：Connect the generative AI chatbot to the proxy platform and knowledge base tools to ensure unimpeded data flow and improve the response quality and accuracy of the chatbot.

strategy：The implementation of generative AI requires a solid and consistent strategy. Here are the steps that ”robot experts" can follow：

• Check the knowledge base documentation: Ensure that all knowledge base content is accurate, up-to-date, and optimized for generative AI. The content should be concise and clear, adapted to the needs of AI chatbot processing.
• Set up weekly meetings with the education team: Conduct regular weekly inspections to identify and resolve content gaps or optimization opportunities in chatbot transcription to ensure that chatbots continue to evolve.
• Set quarterly goals: Set quarterly goals for generative AI implementation based on the OKR (key achievement goals) of customer service, and specify specific results that need to be achieved, such as improving problem solving rates or reducing customer response times.
• Provide monthly reports: Provide regular reports on the achievement of goals to the manager, and feedback on the gap between the actual results and the goals in order to make adjustments and improvements.

Based on LLMs, Mixdesk empowers a more powerful AI agent, online 7×24 hours, to accurately respond to every customer demand. Through the intelligent drive of generative AI, Mixdesk can tailor marketing and service scenarios for enterprises to comprehensively improve the efficiency of customer interaction. Whether it is automated customer service, accurate customer portrait analysis, or complex problem handling, Mixdesk can provide efficient and personalized solutions in real time to help companies achieve sustainable growth.

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Stage 2: Learning

After the preliminary setup is completed，AI chatbotAfter it is put into use, the next step is to start paying attention to the robot'sAnalyze data and insights。 At the same time, more in-depth integration is carried out to promote the automation of complex operations and improve the automation solution rate.

As generative AI can not only generate content, but also help improve and create different variants of content, an employee in the role of a Bot Specialist may be promoted to a Bot Manager or work with a Bot Manager. The robot manager will continue to focus on AI chatbots and content optimization. They will spend time writing higher-value automated processes and ensure that the content is continuously consistent and in line with the brand's style.

In addition, the robot manager also needs to work closely with the education team, engineering team, and product team to report customer problems, trends, and propose solutions. They will also be responsible for the integration with the CRM system and connect the generative AI chatbot to other software systems required through the API interface.

The goal of the robot is to configure the chatbot as the mainCustomer support channels。 To this end, they need to share AI insights with other teams in the company, let them think about how to use this data, and help the company transform to AI-first (with AI as the core).

Stage 3: Improvement

In the third stage, the ACX supervisor will take the lead in promoting this project, aligning with the leaders of various departments of the company, and promote the prioritization of customer needs to influence core business decisions. They will gain an in-depth understanding of the strategy of AI chatbots to ensure that they make full use of machine learning, while the team can effectively integrate AI guidance and continuously expand AI capabilities in customer service.

The ACX supervisor will be responsible for the planning and implementation of new support projects, the formulation of a long-term automation roadmap, and cross-departmental coordination to feed customer insights back to the business development team. At the same time, as they focus on high-level KPIs and increase the importance of customer service organizations in the company, AI will automate complex scenarios and use customer data to make accurate decisions in real time.

The benefits of generative AI for customer service

Generative AI can improve the customer experience at an unprecedented speed while improving the efficiency of the enterprise.

AI-driven chatbots can quickly and accurately understand heterogeneous data from different sources, such as customer service records or feedback surveys, and can meet the speed and scale required during rapid growth. For customers, this means providing fast and consistent support around the clock. Here are some additional benefits：

• Reduce operating costs
• Provide personalized recommendations and solutions based on customer data
• Processing more queries on a large scale
• Conduct data analysis to gain insights
• Support multiple languages

Generative AI can instantly generate customer insight reports to ensure that no inquiries, conversations, complaints, or suggestions are missed or ignored. The clear visibility of this data enables senior managers to re-establish contact with customers, and the closed-loop feedback mechanism connects the customer experience (CX) team and the customer more closely than ever before.

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Other issues：

Generative AI blessing，MixdeskEnable smart customer service

With the empowerment of generative AI, customer service is entering a new era of efficiency and intelligence. and Mixdesk AI Agent Then use this technical ability to the extreme. Through the support of the large language model, Mixdesk can not only answer customer questions in real time, but also deeply understand customer needs and provide personalized service suggestions to make every interaction more efficient and intimate.

Mixdesk's generative AI capabilities are also reflected inData insightswithAutomated workflowon. From quickly generating multi-dimensional reports to optimizing the conversion funnel, Mixdesk provides enterprises with full-chain support from content generation to process management. By aggregating multiple channels and realizing natural dialogue in multiple languages, Mixdesk helps companies reach customers in a smarter way and promote the continuous growth of global business.