3 things to consider when implementing AI in customer service
Despite the benefits of AI in customer service, there’s still a ways to go in terms of adoption. So what’s holding
1. Impact on the workforce: Since AI, especially generative AI, is a new field, service leaders are struggling with a skill gap. For example, 66% of leaders believe that their team doesn’t have the skills needed to handle AI. And similarly, service professionals are concerned that AI could take over their jobsOpens in a new window, which can make them apprehensive about embracing the technology. As you bring AI into your service organization, communicate how AI will help your teams get more done and that their human-skills are still very much needed to provide a great experience for your customers.
2. Trust and reliability issues: AI technology, although afghanistan phone number list rapidly advancing, is not perfect. For one, most learning language models are trained on data that’s almost two years old. Similarly, there may be concerns about the accuracy of AI systems in understanding and resolving complex customer queries or handling sensitive information. Similarly, concerns around privacy and trust should be taken seriously — and must be managed carefully to keep your business and customer data secure. When the data for AI is grounded in your trusted CRM data and knowledge base, you can solve this challenge.