Customer Engagement: Next is What?

Open AI’s ChatGPT and other generative AI applications are revolutionizing customer service operations across industries. These large language models (LLMs) have the ability to respond to prompts with human-like text and voice, providing sophisticated answers to complex questions.

Generative AI has the potential to increase productivity by 30% to 50% or more when implemented at scale. According to a BCG survey, 95% of customer service leaders expect AI bots to serve customers within the next three years. However, challenges such as biases and inaccuracies in LLM-based chatbots remain.

Companies are incorporating generative AI into their customer care functions, focusing on use cases that deliver the most value while ensuring human oversight. As generative AI matures, it will drive proactive problem-solving, personalized customer support, and deeper integration with other aspects of the business.

The rapid advances in generative AI are transforming customer service functions, creating data-driven organizations that anticipate customer needs and deliver differentiated experiences

Link to the article : https://www.bcg.com/publications/2023/how-generative-ai-transforms-customer-service

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