In recent years, the field of artificial intelligence (AI) has witnessed remarkable advancements. But 2022 can be marked as the real breakthrough year, particularly in the domain of generative AI. While it started off with funny images, sounds, and videos being generated (winning various price contests) - the fire really started to burn when ChatGPT was launched late november. There was no way back now, the game was one.
And only a few months later, it's hard not marvel at its impact. In many fields of work, people (let's be honest: mostly the tech-savvy) are using it to transform the way they work. Content is being generated, text are double-checked and creativity is ignited.
But probably the most interesting of this technology is when we apply it to companies dealing with a high level of customer support. Loads of content, high volume of incoming questions, a high level of repetitive work. It's a great match where technologies like Large Language Models (LLMs) can help out. But why does it work so well in this field?
#1: Generative AI can lead to Speed and Efficiency
Traditional customer support often involves long wait times, frustrating automated menus, and trying to fight your way past a not-so-well functioning chatbot. We all want to be helped instantly, but indirectly with our wished we burden every company with an increasing load on their customer support team.
With these powerful technologies like generative AI, we can now have hundreds of responses generated in just minutes.
#2: Generative AI can lead to personalized support
One of the key strengths of generative artificial intelligence, is that we are now able to give personalized and context-aware responses. Next to that, things like past interactions can be analyzed, and the right tone of voice can be instructed and fine-tuned. This personalization creates a more empathetic and human-like customer support experience, strengthening the customer-agent relationship.
#3: Scalability and Cost Efficiency
Traditional customer support often faces challenges in scaling operations to handle increasing customer demands. Hiring and training additional human agents can be time-consuming and expensive. Seasonality can cause challenges in a company's hiring strategy.
But once trained, an AI model can handle an almost unlimited number of conversations simultaneously. It doesn't need to sleep, nor does it goes on holiday. This scalability allows companies to provide consistent support even during peak periods without incurring additional costs.
At Neople we help customer support agents with their repetitive inquiries, freeing up human resources for more specialized tasks. This cost-efficient approach enables organizations to allocate their resources effectively and maximize their operational efficiency.
#4: Language is no longer a barrier
In an increasingly globalized world, language barriers can hinder effective customer support. Technologies like generative AI can break down these barriers by providing multilingual support. With the ability to understand and generate responses in multiple languages, it enables to serve customers from diverse linguistic backgrounds, fostering inclusivity and expanding customer reach.
In the future, voice will become an ever more important medium channel to think of when thinking about customer support. It will not only understand text-based inquiries but also interpret tone, emotions, and voice commands, further enhancing the customer support experience.