Are you ready to unlock the transformative potential of Generative AI in customer service and make critical strategic choices? The moment to act is now.
Imagine a world where customer service transcends boundaries and enters a new realm of efficiency, personalisation, and entertainment. Meet AI-powered 3D avatars who hold the power to flawlessly answer all product questions from customers and even achieve remarkable sales figures in live streaming rooms. Generative AI provides us with the opportunity to engage with customers in a live (automated) conversation while adding relevant functionalities such as seamlessly integrated 3D rendering and virtual reality (VR) to the conversation while analysing data from the Internet of Things (IoT).
Organisations are now presented with unprecedented ways to elevate the human experience and their level of customer service while orchestrating seamless and relevant interactions across every touchpoint in the customer journey.
Some remarkable ways Generative AI can revolutionise following critical areas:
- Customer engagement: Generative AI is revolutionising the pre-service stage by leveraging diverse consumer data to drive personalised marketing, sales conversion, and product innovation.
- Service delivery: Generative AI-powered solutions are transforming the in-service stage by providing personalised interactions through visuals and voice, enhancing communication, call centre efficiency, real-time delivery tracking, and in-store experiences.
- Customer retention & advocacy: Generative AI enhances the post-service stage by offering intelligent proactive support, personalised tutorials, and real-time monitoring.
When exploring the potential of Generative AI to enhance customer service, business leads may be eager to envision how these applications can benefit their own business. To turn that vision into reality, addressing the unique needs, and driving growth and success, the organisation should focus on four key questions that will guide the integration and implementation of Generative AI.
4 critical choices organisations need to make:
- What value do we need to create?
- What customer service opportunities do we then prioritise?
- What platform(s) will we choose?
- How are we going to develop our capabilities for customer service improvement?
What Target Operating Model do we envision? How do we manage our risks? Read more about these choices and Deloitte’s concrete GenAI use cases in the full point of view that you can download below.