Author of this article：Miya, Search engine optimization expert
With the rapid development of generative AI technology, it is fundamentally changing the way customer service is done. Whether it is the rapid response of the tourism industry, the precise recommendation of e-commerce, or the efficient service of the medical industry, this technology is providing enterprises with unprecedented possibilities.
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Customer service generative AIIndustry examples
Considering the many advantages of generative AI in customer service, you may be curious which companies are actually applying these technologies and how they are implemented. Here are some key industries that have successfully integrated generative AI chatbots into their customer service strategies：
Tourism and Hospitality industry
Airlines such as Delta Air Lines (Delta) useGenerative AI chatbot, Can quickly provide detailed answers about travel, reservations and in-flight services, while also enabling customers to quickly complete operations such as check-in, baggage tracking and flight inquiries.
Airports like Heathrow International are also using generative AI to reply to service inquiries and automatically summarize cases, saving agents' time and energy, thereby increasing productivity. Travel websites such as Expedia integrate generative AI (such as ChatGPT) into mobile applications to provide a more conversational travel planning experience, and generative AI robots can provide travel advice and help.
e-commerce
Generative AI is making it easier for shoppers to find the goods they want. Global retail giant H&M passedGenerative AI chatbots reduce response time by 70%%, And shoppers can now use voice assistants driven by generative AI in mobile applications. This not only improves the customer experience, but also significantly reduces the burden on the customer service team.
Google's shopping service is usually the starting point for finding the perfect product, but now they have launched a brand new generative AI-powered “try-on” function that allows shoppers to view the effect of clothing on models of similar body types, skin tones, and sizes. Through a technology called “diffusion” (diffusion), Google's new generative AI engine can obtain a single image of a piece of clothing and adjust it to various body types to show how the clothes hang, fold or unfold naturally.
Medical, financial services, etc.
Used by medical companies like SmileDirectClubGenerative AITo listen to and summarize customer calls, save agency time and improve the customer experience. The productivity tool ClickUp uses its generative AI chatbot to provide users with instant product information and smoothly hand over questions to relevant experts when necessary.
Other generative AI application cases in customer service include the rapid drafting of detailed email replies, which increased Octopus Energy's customer satisfaction score by 18%.
In fact, we have only touched the surface of the changes that generative AI can bring to customer service organizations, and this technology is progressing rapidly. The more we use it, the smarter and more efficient it becomes. Let's take a closer look at the current scope and limitations of generative AI in customer service.
As an AI-driven social customer service platform, Mixdesk supports multiple social media channels, including independent stations, WhatsApp, Facebook, Instagram, LINE, Telegram, Email, etc., to create a seamless omni-channel customer experience. Through its powerful generative AI capabilities, Mixdesk can accurately analyze customer needs in various industries and provide personalized automated services and marketing solutions, so as to effectively improve the quality of customer interaction, accelerate sales conversion, and help companies gain a competitive advantage in the global market. Whether it is the e-commerce, finance, tourism or education industries, Mixdesk can provide tailor-made solutions to help companies achieve their globalization strategic goals.
Generative AI in customer serviceWhat can and cannot be done?
Intelligent customer service leaders recognize that generative AI is not a one-size-fits-all solution-it requires the right approach and a certain amount of prudence.
First, let's explore what generative AI can do for customer service today.
Accelerate content creation
Companies with the right AI platform can use AI as a writing and building assistant. The AI assistant can extract information from existing content and develop the first draft of the chat stream to accelerate the realization of value. Speeding up the speed of building bots enables CX leaders to quickly start chatbots and start to have an impact on customers.
It should be remembered that although generative AI can help speed up the process, it still requires manual intervention-there is a person to review the content generated by the AI to ensure that it is safe, accurate, and helpful.
Reshaping the customer service organization
As generative AI reduces the pressure on some automation construction, the CX team has more opportunities to reorganize their team and put customer support staff in more strategic positions.
AI may be a sailing ship, but you still need someone at the helm. Now, more attention is paid to analytical work-dig deeper into which interactions are effective and which ones are not, and then identify different processes or interaction frameworks to solve these problems and help customers find the answers they need.
This provides a clearer direction for the structure of the customer service organization and opens up a new career development path, enabling robot builders to advance to real robot managers, and these managers can also use this to use other skills to enable more people.
Provide built-in dialogue practice
Advances in generative AI have made it easy for inexperienced people to automate, and dialogue best practices are built into the generated responses and content.
The robot administrator can basically list some key points, and the AI assistant can use these built-in best practices to reformat them to adapt to the dialogue channels used-whether it is email, Web chat, SMS, phone, or other channels.
Now, we need to understand what generative AI cannot do in customer service.
No longer pay attention after setting
If you are sendingGenerative AI is introduced into the field of customer service, You need to have an in-depth understanding of how this technology works and understand which guardrails need to be set up. You must develop a process to ensure that the generated output is safe, accurate, and helpful.
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Mixdesk + Generative AI, Create a new future of customer service
Generative AI is leading the new development direction of customer service, not only greatly improving the service response speed, but also providing enterprises with more flexible and efficient customer support solutions. Whether it's complicatedAutomated process construction, Or a rich dialogue-based interactive experience, generative AI has shown strong transformative potential.
As an industry-leading solution provider, Mixdesk combines generative AI withOmni-channel serviceDeep integration empowers enterprises to quickly adapt to market demand and comprehensively improve the quality of customer service. From accurate and efficient AI assistants to seamless multi-language support, Mixdesk helps you stand out from the global competition and achieve an excellent customer experience.
