(Smart Customer Service) - Picture a customer service operation that doesn't just respond to customer needs but anticipates them, not through guesswork but through the intelligent application of generative artificial intelligence. We call it non-linear customer service. It leverages genAI to predict and meet customer needs before they arise, transforming traditional step-by-step customer interactions into fluid and dynamic experiences.
A shift toward a more adaptable, responsive form of customer service signifies a fundamental change in business-customer interactions. Businesses are smartly deploying genAI as the driving force behind a more nuanced, anticipatory strategy that recognizes no two customers are alike, nor are their paths through a service or product lifecycle.
Matt Whitmer
