Generative AI in Customer Service: A Balanced Blueprint

Picture of Rebecca Jones Rebecca Jones : October 02, 2023

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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.

 

 
Should AI Sound Human? The Challenge of Natural Language and Human-Like Dialogue

Should AI Sound Human? The Challenge of Natural Language and Human-Like Dialogue

Picture of Mosaicx Mosaicx: November 28, 2023

(YouTube) - How can you make your automation technology sound more like a human? And if you can, should you do it? Brian, David and Eric talk all...

Podcast
AICX 101: Intro to Artificial Intelligence and Customer Experience

AICX 101: Intro to Artificial Intelligence and Customer Experience

Picture of Mosaicx Mosaicx: November 21, 2023

(YouTube) - Brian, David and Eric talk about why they've dedicated their lives to improving customer experiences, and they discuss how the newest...

Podcast
Voice-of-the-customer CX Can’t Exist Without Conversational Design

Voice-of-the-customer CX Can’t Exist Without Conversational Design

Picture of Rebecca Jones Rebecca Jones: November 10, 2023

(CustomerThink) - Experts estimate that in 2022, more than 70% of customer interactions will rely on emerging technologies such as machine learning...

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