GenAI is rapidly reshaping the customer service landscape. Modern tools can offer a more nuanced understanding of customer interactions, enabling personalized and efficient support delivery. But success and results of applying the technology depend on choosing the right solution and executing it effectively.
That’s what PixieBrix's Co-Founder and CEO, Todd Schiller, and TaskUs' DVP of Digital, Manish Pandya, discussed during our recent webinar, "Operationalizing AI at Scale: Driving Results in CX with GenAI."
Here are three key takeaways from their conversation:
1. GenAI is taking customer service to a new level. But a human-centered approach improves outcomes.
Businesses are experimenting with GenAI across various functions to automate routine tasks, freeing teammates to focus on more complex and value-added work, enhancing customer interactions and building empathy. Early adopters in tech-savvy sectors are piloting tools for tasks like knowledge mining, content generation and voice transcription. However, AI adoption also presents challenges around accuracy, data privacy concerns and the need for skilled talent to ensure the technology performs as expected — or even better.
2. Proper implementation of GenAI for contact centers maximizes results.
AI helps enhance the performance of customer service operations significantly by improving key metrics like Average Handling Time (AHT), quality, productivity and customer satisfaction (CSAT). It also increases scalability and makes innovative solutions like real-time chat language translation possible. This capability is valuable in regions with limited native language speakers, like Europe, allowing businesses to expand their reach and provide better service to a wider customer base.
3. Success starts with selecting the right partner.
When choosing a GenAI services partner, businesses should consider factors such as scalability, data security, regulatory compliance, content handling and compatibility of the tools with your existing systems. Look for a proven track record of innovation and the agility to tailor solutions as the technology evolves.
