“Enterprises are rushing to find ways to implement or integrate generative AI into their businesses to increase efficiency,” says Will Fritcher, vice president of customer affairs at TP. “But instead of looking at AI as a way to cut costs, we need to look at it through the lens of improving the customer experience and creating value.”
This requires solving two intertwined challenges: empowering live agents by automating routine tasks and ensuring AI output remains accurate, reliable, and precise. And what is at the heart of these two goals? Maintains the right balance between technological innovation and human judgment.
The key role of customer support
The potential impact of Generative AI on customer support is two-fold. Customers will benefit from faster and more consistent service for simple requests;
They also receive undivided human attention in complex and emotionally charged situations. For employees, eliminating repetitive tasks increases job satisfaction and reduces fatigue. This technology can also help you streamline your customer support workflow and improve service quality in a number of ways:
Automated routine inquiries: AI systems handle simple customer requests such as resetting passwords or checking account balances.
Real-time support: During interactions, AI brings up contextual resources, suggests responses, and guides real-time agents to solutions faster.
Fritcher notes that TP leverages many of these capabilities in its customer support solutions. For example, AI-based coaching combines AI-based metrics with human expertise to provide feedback on 100% of customer interactions, rather than the traditional 2%.
The percentage of pre-created AI monitored is 4%.
Call summary: By automatically documenting customer interactions, AI can save live agents valuable time to reinvest in customer care.
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This content was produced by Insights, the custom content division of MIT Technology Review. It was not written by the editorial staff of MIT Technology Review.