Savvy enterprises are adopting digital technologies that deliver better customer experiences (CX) and boost competitive advantage. Among the many technological innovations, generative AI (GenAI) stands out as a transformative solution, especially for customer service departments handling tons of data daily. GenAI can redefine customer interactions and CS operations efficiency with its ability to generate new content, ideas, or data patterns autonomously. 2023 McKinsey data highlights that about 33% of companies implemented GenAI solutions in one or more business areas.
For customer service stakeholders contemplating the next strategic move in CX, GenAI presents an opportunity to harness deep insights from diverse customer data, personalize interactions, and streamline customer service delivery. For one, the AI solution empowers agents with informed insights from customer data, making ticket resolutions fast and easier.
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How GenAI Assistants Empower Call Agents with Real-Time Insights
One of the most exciting applications of GenAI in CX is how it revolutionizes the role of call agents. With GenAI, companies can boost their call center output and sales significantly.
For instance, consider a scenario in which a customer calls a company’s customer service hotline and is frustrated with a recurring issue.
Typically, a call agent navigates databases and scripts to get updates on the customer’s interactions, which better positions them to solve their problems and take advantage of upselling and cross-selling opportunities.
This process can often take immense time and effort, leading to prolonged resolution time, which is a negative experience for both the agent and the customer. Also, the company can take advantage of many upselling and cross-selling opportunities.
The case is different with GenAI assistants.
When GenAI assistants are integrated into customer service operations, the AI system can instantly analyze and update the human agent on the customer’s past interactions, current context, and potential solutions. These real-time updates empower the agent with a comprehensive understanding of the issue – from problem to solution.
With this process in place, a swift, informed, and personalized resolution addresses the customer’s concern and enhances their overall perception of the company. Agents are also better positioned to increase sales from upsells and cross-sales. These give a positive experience for both the agent and the customer.
rSTAR’s Expertise in Implementing GenAI Assistants that Empower Call Agents
rSTAR Technologies specializes in developing and implementing such GenAI use cases for companies in manufacturing, energy, utilities, and other asset-intensive industries. We have a proven GenAI implementation and integration process that delivers high-value results. For us, every company is unique and deserves peculiar CX solutions.
Our approach begins with meticulously defining profitable goals that align with the company’s overall business goals and vision for CX. We then craft the right adoption strategy that ensures the GenAI solution integrates seamlessly with existing systems and workflows.
Partnering with rSTAR means you’re not just adopting a trendy technology but strategically moving towards redefining your CX.
Reach out to find out how we can help you.
