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Businesses constantly seek innovative ways to deliver outstanding customer service. Organisations opt for contact centers to efficiently manage customer interactions which is pivotal for..
In the digital era, businesses are constantly seeking innovative ways to deliver outstanding customer service.
Organisations opt for contact centers to efficiently manage customer interactions ensuring consistent and quality service. Contact centers play a pivotal role in managing customer relationships and ensuring that companies can effectively address customer needs across different touchpoints.
In the realm of customer service, Contact centers encounter various challenges like high turnover rates, agents must continuously stay updated on evolving company information, navigating complexities in technology integration, maintaining service standards, ensuring the security of sensitive data of organisations, adapt to shifting customer expectations, manage language barriers across diverse regions, etc. Overcoming these hurdles demands a strategic approach of technological transformation, optimizating old workflows, and a customer-centric focus
One such innovation is the use of Generative AI customer service in contact centers.
A study by Juniper Research found that the global market for generative AI in contact centers will reach $16.4 billion by 2025. It’s like having a virtual agent that can engage in human-like text generation, making customer interactions more personalized and efficient.
Contact centers often face challenges such as high call volumes, long wait times, and inconsistent customer service. These issues can lead to customer dissatisfaction and ultimately impact a business’s bottom line.
Click here to know — Tasks automation that generative AI can bring by integrations with other platforms
Gen AI customer service holds immense potential, businesses should consider the following for successful implementation:-
As with any technology, ethical and security considerations are paramount in the use of Generative AI:-
The use of Generative AI in contact centers is expected to grow exponentially in the coming years. With advancements in AI technology, we can anticipate more sophisticated and seamless customer interactions. The future indeed looks promising for Generative AI for customer service.
Imagine a scenario where agents effortlessly access comprehensive company information and solutions instantly via GPT, avoiding the delays caused by manual searches. This capability enables them to accurately address customer queries promptly, preventing frustration due to extended wait times or unresolved issues.
By simply typing questions & get ready to use answer by integrating Knowledge Base with AI or uploading the data. GPT assimilates all the information & deliver responses instantly. By minimizing the necessity for extensive training sessions, this empowers agents, saves valuable time and resources experiencing a paradigm shift towards unparalleled efficiency and improved customer satisfaction, avoiding the repetitive cycle that might result in customer loss.
This form of just-in-time knowledge results in better CSAT as well as higher FCR. As a result, your overall average handle time (AHT) also improves.
One of the primary challenges that businesses encounter while integrating generative ai is data privacy and security, Fluid AI addresses this concern by offering the capability to deploy the solution privately in your cloud. Further ensuring that no data is retained or used to train the model with your organization's knowledge, guaranteeing the highest level of privacy and security for your data.
Gen AI in call centers- automate routine works, empower employees to optimize their productivity & effciency, act as a intelligent assistant during the customer call, enhancing overall communication & experience, wowing your customers by improving the level of services & gaining competitive edge
Introducing smart GPT-powered assistance for your agents, which ensures lightning-fast and precise information retrieval with reducing the risk of hallucinations & additionally provides referenceable links to the source information, breaking the limitation of black box GPT, ensures that agents have complete visibility into the AI’s decision-making process, minimizing the risk of conveying inaccurate information to customers. This shift breaks the cycle that could lead to customer loss due to repeated frustrations.
Decision points | Open-Source LLM | Close-Source LLM |
---|---|---|
Accessibility | The code behind the LLM is freely available for anyone to inspect, modify, and use. This fosters collaboration and innovation. | The underlying code is proprietary and not accessible to the public. Users rely on the terms and conditions set by the developer. |
Customization | LLMs can be customized and adapted for specific tasks or applications. Developers can fine-tune the models and experiment with new techniques. | Customization options are typically limited. Users might have some options to adjust parameters, but are restricted to the functionalities provided by the developer. |
Community & Development | Benefit from a thriving community of developers and researchers who contribute to improvements, bug fixes, and feature enhancements. | Development is controlled by the owning company, with limited external contributions. |
Support | Support may come from the community, but users may need to rely on in-house expertise for troubleshooting and maintenance. | Typically comes with dedicated support from the developer, offering professional assistance and guidance. |
Cost | Generally free to use, with minimal costs for running the model on your own infrastructure, & may require investment in technical expertise for customization and maintenance. | May involve licensing fees, pay-per-use models or require cloud-based access with associated costs. |
Transparency & Bias | Greater transparency as the training data and methods are open to scrutiny, potentially reducing bias. | Limited transparency makes it harder to identify and address potential biases within the model. |
IP | Code and potentially training data are publicly accessible, can be used as a foundation for building new models. | Code and training data are considered trade secrets, no external contributions |
Security | Training data might be accessible, raising privacy concerns if it contains sensitive information & Security relies on the community | The codebase is not publicly accessible, control over the training data and stricter privacy measures & Security depends on the vendor's commitment |
Scalability | Users might need to invest in their own infrastructure to train and run very large models & require leveraging community experts resources | Companies often have access to significant resources for training and scaling their models and can be offered as cloud-based services |
Deployment & Integration Complexity | Offers greater flexibility for customization and integration into specific workflows but often requires more technical knowledge | Typically designed for ease of deployment and integration with minimal technical setup. Customization options might be limited to functionalities offered by the vendor. |
Book your free demo call with us today. Let’s connect and explore the possibilities to unlock the full potential of Secure & Enterprise-grade Gen AI Solution for your organization.
Talk to our Gen AI Expert !
Unlock your business potential with our AI-driven solutions. Book your free strategy call today.
Book your free 1-1 strategic call