THE ROLE OF GENERATIVE AI FOR OUTSTANDING PERFORMANCE AND DELIGHTED CUSTOMERS

Artificial intelligence is a crucial component of the Total Experience. By 2026, more than 80% of companies are expected to use generative AI or applications supported by generative AI. This powerful tool, combined with other technologies like automation functions, promises impressive results. But what does this mean for the world of customer experience? The shift from traditional agents to AI-supported agents aims not to replace service employees but rather to provide a meaningful complement to relieve and proactively support customer service—for a better employee experience.

Similar to other forms of AI, such as self-driving cars, which are intelligently developed to assist drivers, AI in the contact center will support humans. Generative AI provides agents with powerful tools, enhances their customer interactions with constantly optimized new content, and relieves customer service through numerous self-service offerings. AI thus plays a significant role before, during, and after customer interactions.

Despite the growing use and number of digital channels, which are also supported by generative AI, voice interactions remain popular and are fundamentally influenced by the integration of generative AI. Customers experience fast, always available, and personalized interactions through their preferred channel, enabling a perfect Total Experience.

During the call, natural language processing listens to the interaction and provides the AI with a transcription of the call through its speech-to-text functions. This transcription is created as a knowledge article that provides the agent with useful information and suggested responses on the screen. Generative AI accesses pre-approved data sources of the company, combines them with the caller's issue, and generates response and solution proposals. In this way, AI enhances the agent's knowledge and reduces training effort in the long run. A win-win situation for customer and employee experience.

Agents often spend up to 60% of their time on post-interaction tasks. Generative AI supports in this phase by transcribing the entire call interaction word for word. This transcription enables automated report generation, analysis of mood and intent of the interaction, and creation of individual customer profiles.

By relieving agents in the post-interaction phase, generative AI can significantly reduce processing time, thereby increasing employee productivity.             

Although artificial intelligence, especially generative AI, is still in a developmental phase, its influence will reshape many industries. In customer support, leading companies already recognize the potential for enhanced customer and employee experiences. Generative AI is deployed in all phases of interaction to increase efficiency. Efficiency in this context also means that the customer can resolve their issue through their preferred communication channel in the first contact. A responsible use of generative AI in customer service will excite employees and executives, and satisfied customers will be bound in the long run, paving the way for a positive Total Experience.