Customer service is one of the most widespread uses of generative AI.
Customer-Facing Assistants
Answer common questions, check order status, process simple requests and hand over to people for complex issues.
Agent Assist
Support staff get suggested replies, knowledge articles and conversation summaries in real time.
Operations
- Routing and prioritising tickets.
- Summarising cases and calls.
- Analysing contact reasons and sentiment.
- Quality assurance across all interactions rather than samples.
Success Factors
- An accurate, well-maintained knowledge base.
- Integration with order and account systems.
- Easy escalation to a person.
- Clear scope; don't pretend the assistant can do everything.
Pitfalls
- Assistants inventing policies or making unauthorised promises — organisations can be held to them.
- Loops that trap customers.
- Measuring deflection rather than resolution and satisfaction.
Measure
Track resolution rate, customer satisfaction, escalation quality and repeat contacts.