Exploring the Impact of Generative AI on Customer Service: 25 Use Cases

In today’s fast-paced world, customer service is more critical than ever for businesses looking to retain and attract customers. With the rise of generative AI (GenAI), companies are now investing heavily in using this technology to enhance their customer service operations. According to Gartner research, only software development and marketing teams have experienced greater GenAI investment than customer service.

But why the sudden surge in GenAI investment for customer service? The answer lies in the tangible use cases that were already present in the space before the advent of this technology. Natural language processing (NLP) engines powered these use cases, but GenAI has taken it to the next level. With the ability of large language models (LLMs) like ChatGPT to extract context and entities from customer conversations on the fly, the need for extensive engineering of NLP solutions has been eliminated.

GenAI has made capabilities such as case summarization, sentiment tracking, and customer intent modeling much more accessible and cost-effective. It has also brought about new use cases that aim to enhance various facets of customer service, from workforce engagement management (WEM) to conversational AI.

Here are 25 GenAI use cases that exemplify the impact of this technology on the customer service space:

1. Auto-Generating Customer Replies
2. Assisting Agents as They Type
3. Automating Note Taking
4. Unearthing Customer FAQs
5. Automating Post-Call Processing
6. Simplifying Call Transfers and Escalations
7. Detecting Customer Service Automation Opportunities
8. Developing Quality Assurance Scorecards
9. Adding Context to Automated Quality Scoring
10. Pinpointing Agent Coaching Opportunities
11. Alerting Supervisors to Agent Issues
12. Measuring Customer Moods, Not Just Sentiment
13. Translating Live Customer Calls
14. Modifying Agent Accents In Real Time
15. Spotting Gaps In the Knowledge Base
16. Generating Knowledge Articles
17. Simplifying Self-Service and Bot-Building Activities
18. Increasing the Scope of Conversational AI
19. Keeping Self-Service Interactions On Track
20. Simulating Conversations for Bot Testing
21. Building Customer Surveys
22. Extracting Insights from Customer Feedback
23. Predicting a Customer’s Net Promoter Score
24. Defining Troubleshooting Steps
25. Augmenting Search Functions

These use cases showcase the versatility and potential of GenAI in revolutionizing customer service operations. As businesses continue to invest in this technology, we can expect even more innovative use cases to emerge in the coming years. The possibilities are endless, and the impact on customer service is undeniable.