Practical strategies for deploying generative artificial intelligence in customer service

Author of this article：Miya, Search engine optimization expert

At this point, you may not be able to wait to know how to get started. Machine learning experts suggest that generative AI should be implemented from a human perspective, and the model should be regarded as a new employee for induction training.

The process of building, deploying, and gradually developing automation is an art. This is often referred to as an automation strategy, and you can also see it as a manifestation of automation maturity.

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3 strategies for deploying generative artificial intelligence in customer service

inCustomer serviceWhen deploying generative AI in the cloud, there are three key (and chronological) best practices to follow：

1. Automate the most common frequently asked questions, using a generative method

With generative AI, you don't need to waste time manually building answers to frequently asked questions, so this is the best starting point. AI can crawl your support documents and generate these answers for you, but first you need to take steps to prevent AI from regenerating irrelevant, inaccurate, or harmful replies.

First, start with the knowledge base. Make sure that all information in your knowledge base is accurate and up-to-date. Then, the AI is trained to use this information effectively. You should：

• Connect existing sources of knowledge: Ensure that your support documents are centralized and serve as the only authoritative source of information for agents and customers.
• Create and maintain brand image: Establish a brand image that is consistent with the company's values and information, and apply it uniformly everywhere.
• Accelerate content creation: Use AI assistants to accelerate the progress of building automated processes.

2. Integrate across systems to promote personalized and more complex cases

Chatbots don't just provide information, they also need to take action on behalf of customers. In order to achieve this, AI needs to be connected to other systems within the organization. To develop an API strategy, use the following tips：

• Make sure your team has technical resources to help extract information such as account balance, order status, account type, etc. In this way, AI can take more actions, such as processing account upgrades, changing order delivery addresses, and checking account status.
• Ensure that your system can provide AI with the required information by: (1) planning what operations customers can complete in the chatbot, (2) understanding where this data is stored today, and working with technical resources to audit the API, evaluation can be used to pass between one system and another systemInformation options, (3) Based on the data and potential return on investment, prioritize the deployment of each API integration.

3. Improve generative AI through analysis and insight, and continuously optimize automation

Over time, you must not only pay attention to the measurement of automated resolution rates, but also improve on this basis. Generative AI can not only provide you with faster and more accurate insights, but also dynamically generate new answers to unforeseen questions. Here are some best practices for taking generative AI to this level：

• Breaking the silos of knowledge: Key human expert knowledge should be introduced into this process to transform the knowledge of human experts into a format that AI can use. Identify these experts, set up routing technologies to connect them when needed, and deploy appropriate tools so that their expertise can be used to train AI.
• Shift from policy and content review to analysis and insight for optimization: Position the chatbot manager as a bridge for cross-departmental teams and make it a pioneer and subject matter expert in the field of AI.

With the help of Mixdesk's powerful automated workflow, enterprises can fully customize the customer journey, automating various operations from labeling and custom message replies to comment processing and conversation transfer. This process not only greatly improves work efficiency, but also ensures that every customer interaction is accurate and smooth. Mixdesk's flexibility and high degree of customization help companies easily cope with complex customer needs and provide a seamless service experience, thereby enhancing customer satisfaction and driving business growth.

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Generative artificial intelligenceKnowledge base best practices

1. Mutually exclusive and fully covered knowledge architecture

When designing the structure of the knowledge base, careful planning and preparation can avoid wasting a lot of time and energy in the future. This concept is usually called "ontology”.

The classification of each level in the knowledge tree should be “mutually exclusive and completely covered”. Through this structure, AI can efficiently answer most customer questions and be accurate and efficient.

Specifically：

• Mutual exclusion: It means that there is no overlapping content between different categories. Each type of information is independent, avoiding information conflicts. If a certain information needs to be updated, it only needs to be modified in one place and will not affect the content in other places, thereby reducing the workload of updating and maintenance.
• Full coverage: It means that all the categories are added together to fully cover all the information that customers may ask questions about. There are no missing parts to ensure that customers can get the answers they need.

2. Precise and detailed titles to clearly set the context

If you have multiple similar parts under the same topic, and their titles are the same, it will be difficult for AI to effectively grab information and provide customers with accurate answers. Therefore, the title and chapter header should become more and more precise as the customer gradually delves into the tree structure of the knowledge base.

Interestingly, descriptive headings are often more effective than question headings. If your knowledge base is organized in a question-and-answer format, make sure that each answer is independent and complete. For example, the question “Can I pay by credit card?" ”The answer should be “yes, you can pay by credit card” instead of simply replying “yes”.

If many articles discuss similar topics, make sure to make a clear distinction between the title and the body of the text, so as to avoid the information being misused or taken out of context when generating answers.

3. Independent complete article

The amount of content of the article, or the boundaries of the level of detail, usually depends on the specific situation. But the best practice is that each knowledge article only covers one topic, and to ensure that customers can get all the key information needed for that topic from this article, without the need to jump between different pages. This can ensure the consistency and completeness of information and improve the efficiency of customers in finding information.

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MixdeskHelp enterprises useGenerative AI optimizes customer serviceAnd global marketing

Generative AIThe field of customer service is rapidly changing, and Mixdesk uses powerful AI-driven functions to help enterprises optimize automation processes and improve service efficiency. With the help of Mixdesk's generative AI technology, companies can quickly respond to customer needs, from automatic response to frequently asked questions to cross-system integration, personalized service and handling of more complex issues, and comprehensively improve customer satisfaction and interaction quality.

With continuous optimizationAI data insightswithAutomated workflow, Mixdesk provides more efficient and accurate operation space for customer service departments to help companies build lasting customer relationships and drive long-term growth. Through intelligent tools and powerful analysis capabilities, Mixdesk ensures that every customer interaction is full of value, helping companies to market globally.