By Sally Hurley, C200 member
Generative AI has transformed customer service technologies, propelling us into a new era of … (+)
As the CEO of a customer service outsourcing company, I have witnessed the seismic shifts in our industry, particularly during and after the Covid-19 pandemic. Just a year ago, debates about the quality of customer service in the United States versus abroad dominated our conversations: the business process outsourcing (BPO) industry thrived during the pandemic as People, confined to their homes, were ordering more and more products, services and merchandise online. . What followed was a shift in consumer spending to other areas such as travel. This drop in consumer spending has caused many companies to seek cost reductions, leading to increased interest in offshoring customer service. As offshoring gained momentum, a revolutionary element appeared: generative AI, illustrated in particular by ChatGPT. The advent of generative AI has dramatically transformed customer service technologies, propelling us into a new era of automation.
Our exposure to AI started with data analysis. Through the analysis of extensive customer data, we have gained invaluable insights into customer sentiment and preferences, allowing us to tailor our services more effectively. However, the real revolution came with automation. Generative chatbots, capable of engaging in natural, meaningful conversations, and advanced voice and video bots have fundamentally changed the way we interact with customers. These technologies provide instant and personalized responses, improving customer satisfaction and efficiency.
Practical Uses of AI in Customer Service
The potential of AI in customer service extends far beyond basic automation. Here are some practical applications business leaders should consider:
- Review and improve policies and procedures: Behind every customer experience is a playbook used to provide consistent service. By leveraging AI, businesses can ensure their policies are clear, concise and effective, providing customer service representatives with the tools they need to provide consistent, high-quality service.
- Creation of training modules: AI can generate complete training modules from existing content, including questions and answers, user manuals, descriptions, and more. It can also create quizzes and skills assessment tests, ensuring that customer service teams are well-prepared and continually improving.
- Quality assurance: The colloquialism “this call may be recorded for quality purposes” indicates that a traditionally labor-intensive process is happening behind the scenes. AI streamlines this by analyzing thousands of calls (removing confidential data) to assess metrics like empathy and quality of service. It quickly generates feedback and coaching recommendations, ensuring that client interactions consistently meet high standards.
- Internal technical support: Large customer service operations (such as airlines) often require around-the-clock technical support. AI-powered in-house assistants can provide quick and easy assistance to customer service teams, reducing customer service times. shutdown and improving productivity.
Navigating the AI Transformation Roller Coaster
Running a business through this AI transformation is a bit like riding a roller coaster. Our team’s initial excitement was evident, but it was also accompanied by fear: fear that AI would harm the customer service experience, eliminate jobs, and ultimately harm the business. As a leader, managing these emotions and uncertainties has been a real challenge. My own feelings are a mixture of enthusiasm and acceptance of inevitable changes. Transitioning from a business model centered on human interactions to one integrating advanced technologies requires a delicate balance between enthusiasm and strategic planning.
While our usual practice involves an annual strategic plan with quarterly progress reviews, the rapid evolution of AI requires more agility. This year, I found myself considering a mid-year strategic overhaul. It is essential to adapt in real time to rapid advances in AI. For example, when launching a new chatbot for a client, we insisted on speeding up the process to gain more knowledge and better prepare for future developments.
Despite the challenges, we are seeing significant benefits from these new technologies. For example, many businesses experience a seasonal increase in customer contact, especially around the holidays. AI-driven chatbots can effectively manage these increases, handling a vast majority of standard requests quickly and accurately. This scalability is crucial for businesses that must adapt to fluctuating demands. By allowing chatbots to handle routine queries, we free up human agents to solve more complex problems, leading to a more efficient and positive customer experience. Another example of AI’s vast capabilities is the ability to handle over 21 languages seamlessly, eliminating the need for multilingual team members. The ideal scenario combines AI and human expertise, creating seamless and efficient service delivery.
Leadership Responsibilities During Transformation
Leading transformation requires a deep understanding of the changes to come. Here are some actionable steps for business leaders to effectively leverage AI in customer service:
- Adopt AI with confidence: Approach AI with a positive mindset and the desire to explore its potential.
- Continuous learning: Stay up to date with the latest AI technologies and make sure your management team is knowledgeable too.
- Quick training: Set up quick training programs for your teams to familiarize them with new tools and applications.
- Share knowledge: Distribute articles, videos, and other educational content to help your team stay informed.
- Use AI tools daily: Encourage daily use of AI tools like Microsoft’s ChatGPT and Co-Pilot, by providing paid access to these tools to all leaders.
- Training in progress: Provide ongoing training on how to use AI technologies effectively.
- Upskilling for AI Impact: Identify roles that will be affected by AI and provide upskilling opportunities for your staff.
- Update Policies: Work with HR to incorporate AI guidelines into your team member handbook.
- Effective communication: Communicate changes and updates to your team regularly to ensure everyone is on the same page.
Future-proof through proactive leadership
AI is revolutionizing customer service, providing unprecedented opportunities for efficiency and customer satisfaction. As business leaders, our role is to guide our organizations through this transformation with confidence, knowledge and commitment to continuous improvement.
Future-proofing your business in the age of AI means not only embracing change, but also staying ahead of the curve. Managing resistance is crucial because it can hinder progress. By involving your leadership team in the transformation process and giving them a role in shaping the future, you can mitigate resistance and foster a more adaptive, forward-thinking organization.
C200 member Sally Hurley is the CEO of VIPdesk Connect and has extensive experience building customer experience organizations. She led VIPdesk to B Corp certification, making it a women-led company known for high service. Investing in AI, women’s products and technology, Sally is transforming VIPdesk into an AI solutions provider. She successfully managed post-merger integrations and spin-offs. His expertise includes strategic planning, operations and business development.
