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Transforming the CX Landscape

Transforming the CX Landscape

/ Current Issue, Operations, Technology, Artificial Intelligence
Transforming the CX Landscape

Can Generative AI help achieve fully autonomous customer support?

In business, an innovative product or service certainly counts for something, but a quality customer experience (CX) often counts for much more. Consistently excellent customer service can instill brand loyalty in a way few other things can.

So, it’s no surprise that, in recent years, businesses have begun to invest heavily in artificial intelligence (AI) as a potential CX solution.

Technologies such as Conversational AI, machine learning, and natural language processing (NLP) have been the driving force behind this transformation. They are enabling businesses to analyze massive amounts of customer data, gain valuable insights into customer behavior, and deliver automated yet human-like conversations.

However, the wider emergence and acceptance of Generative AI and large language models (LLMs) is taking this to a whole new level, leading towards a fully autonomous, Zero Touch Customer Support (more later on that model).

In this new paradigm, dynamic AI agents will automatically handle the vast majority of customer support queries, creating highly intuitive and hyper-personalized CXs at a previously unimaginable scale.

Deep-Diving Into Multimodal Generative AI and LLMs

Multimodal Generative AI has revolutionized the field of AI by pushing the boundaries of what machines can do with language, text, and audio.

The capabilities of this technology are extensive and bidirectional. It can generate new images based on prompts, or instantly understand and identify user-submitted imagery. And it can generate human-like text at unprecedented scale. Accordingly, these tools, embedded in applications, are able to assist in things like written and visual creation, language translation, conversational agents, and more.

In this new paradigm, dynamic AI agents will automatically handle the vast majority of customer support queries...

One of the critical advantages of multimodal Generative AI is its ability to produce a virtually unlimited amount of high-quality, original data. It can create images of faces, animals, or even entire landscapes that look realistic and natural, even though they may not exist in the real world.

Another application of Generative AI is in NLP. LLMs that use it are specifically designed to process and understand human language - spoken and written - enabling them to generate outputs that are remarkably similar to what a human might produce.

This advanced feature of NLP-driven LLMs has significant implications for content creation, where multimodal Generative AI can generate large volumes of high-quality content in minutes.

But is that all? Definitely not.

The Zero Touch Customer Support Model

Just as it holds potential in various areas, multimodal Generative AI can fundamentally revolutionize how businesses perceive and execute their CX strategies. In the last few months alone, enterprises have gained confidence in Generative AI to enable CXs that provide them with a competitive advantage in a crowded market.

All signs suggest we are verging closer and closer to a truly Zero Touch Customer Support model. One in which enterprises can effectively automate and optimize virtually all of their customer support processes, thereby reducing costs, enhancing overall productivity, and driving actionable outcomes at scale.

With this model, human agents take on more specialized roles focusing on complicated cases or those requiring empathy and nuanced understanding, nurturing stronger customer relationships as well as overseeing the AI performance. Giving them greater job satisfaction can enhance their productivity, skill sets, and affinity for working with their company.

One strong indicator of the emerging Zero Touch paradigm is the fact that many in the industry are currently gravitating towards the development and adoption of domain-specific LLMs.

These LLMs are tailored to specific domains or focused on nuanced use cases within customer support and service functions. They can grasp the essence of a particular use case, comprehending its unique terminology, context, and complexities.

Take the insurance industry as an example. When customers want to make changes to certain terms in their policies, they commonly refer to it as “policy endorsement.” However, a generic language model may not have a universal understanding of this specific terminology.

With this model, human agents take on more specialized roles...giving them greater job satisfaction...

In contrast, domain-specific LLMs have specialized knowledge of the terminology relevant to specific use cases. This enables them to accurately comprehend industry-specific concepts and ensure precise understanding.

These models act as intelligent orchestration layers, efficiently managing tasks and processes within their respective domains. And this is where the future of Generative AI in CX lies: enabling enterprises to successfully accomplish these business-growing tasks.

  • Enhance customer service. Chatbots are already used by many businesses to provide customer support, answer queries, provide account information, and help with transactions.
  • However, in the Generative AI-facilitated Zero Touch paradigm, dynamic AI agents can provide more personalized and natural language-based interactions with customers, thereby enhancing the CX.
  • And because multimodal Generative AI can understand images as powerfully as text, these dynamic AI agents will be able to troubleshoot in real time. If a customer is having issues with a piece of hardware, for instance, these dynamic agents will be able to instantly generate detailed, clearly-labeled diagrams to help them fix the problem.
  • Moreover, customer feedback can be analyzed using Generative AI to identify common themes, pain points, and opportunities for improvement.
  • Businesses can leverage Generative AI to analyze and understand how different customer segments interact with their brands...
  • Empower customer support agents. Conversational AI systems can empower customer support agents by utilizing multimodal Generative AI to expedite the understanding of customer issues through ticket summarization.
  • This capability allows agents to obtain a comprehensive understanding of the entire context and current status of a query, eliminating the need for customers to repeat the issues multiple times. Additionally, these systems offer coaching insights to agents based on their activities, facilitating enhancements in their performance and productivity.
  • Deliver personalized recommendations. Businesses can leverage Generative AI to analyze and understand how different customer segments interact with their brands and tailor strategies based on customer behavior, preferences, and demographics along the customers’ journeys.
  • By analyzing historical sales data, customer behavior, and market trends, businesses can identify products and services that are most likely to appeal to customers in the future. They can deliver relevant product recommendations, personalized offers and discounts, and content across multiple channels.
  • Engage with customers in multiple languages. Providing real-time translation for customer service interactions, website content, social media, or other forms of communication can eliminate language barriers and make the content accessible to different regions and markets.
  • Generative AI’s real-time translation capabilities can further aid human agents in addressing inquiries posed in unfamiliar languages by translating them into their preferred languages, through both written and text-to-voice mediums.
  • Create “human-like” conversations: Multimodal Generative AI-powered dynamic AI agents can have conversations with customers that are more human-like and generate personalized responses to inquiries in a natural, conversational tone.
  • This approach can help provide more natural and personalized interactions with dynamic AI agents that sound like they were written by humans. Not only that, Generative AI can also assist human agents in formulating their responses in a tone that aligns with the specific context of the customer’s query, whether it requires empathy or formality.

How Should Enterprises Embark on This Journey?

Enterprises planning for a Zero Touch Customer Support future should focus on three key factors.

Firstly, they should define the specific CX challenge they wish to address using multimodal Generative AI, taking into account their business goals, relevant data, and customer needs.

Secondly, they should collaborate with a technology partner that has the necessary expertise and resources in multimodal Generative AI and LLMs to guide them through the process.

Finally, they should establish a plan for ethical and responsible AI, including frequent auditing, testing, and validation of multimodal Generative AI models to guarantee fairness and transparency.

Multimodal Generative AI has indeed opened up new avenues for elevating CXs, enabling enterprises across industries to provide personalized, natural-language interactions with their customers.

We are now closer than we’ve ever been to truly Zero Touch Customer Support, in which the vast majority of customer queries - from the simplest to the most complex - are handled automatically by dynamic AI agents, without human intervention.

Multimodal Generative AI has indeed opened up new avenues for elevating CXs...

And as Generative models continue to advance, these agents will become more adept at interpreting the subtleties of human conversation and providing more pertinent and beneficial responses.

We are in a hyper-connected, always-on world. A world of same-day delivery and hyper-personalized algorithmic feeds. Enterprises that leverage multimodal Generative AI-powered conversational systems in service of a Zero Touch CX system will be better-equipped to deliver superior CXs in it and gain a competitive edge in their respective markets.

Raghu Ravinutala

Raghu Ravinutala

Raghu Ravinutala is the CEO and Co-Founder of Yellow.ai, a global leader in AI-powered customer service automation, delivering autonomous, human-like experiences for customers and employees to accelerate enterprise growth.

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