Generative AI in Customer Service: A Balanced Blueprint

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(MultiChannelMerchant) - Customer service is crossing a new horizon. While live agents aren’t going anywhere, AI radically changed the playbook. We’re in the first inning of a game that promises to alter the way we handle customer interactions and how we mine insights from them. For players in ecommerce, this isn’t just theory; it’s a change happening now.

AI’s Role in Customer Experiences

AI is an evolving ecosystem. Consider conversational AI’s strides in recent years. Thanks to advances in natural language processing, intelligent virtual agents (IVAs) have grown from simple keyword matching to understanding the subtleties and context behind entire conversations.