Cross-Generative AI: New Opportunities for AI in Customer Service

To improve human performance in their jobs, better analytics plays a key role. Despite investments in AI technology like voice recognition systems and process automation, AI has been part of customer service for decades. However, fragmented tech stacks have led to missed service opportunities for companies. In the era of Generative AI, companies must focus on enhancing human capabilities to excel in their assigned roles and deliver effortless experiences driven by integrated data and information. This requires combining human job performance with the possibilities offered by generative AI, giving rise to cross-generative AI (X-Gen AI). These experiences enable unprecedented improvements in productivity, satisfaction, performance, and cost optimization. In high-throughput ecosystems like customer service, X-Gen AI allows the convergence of addressing customer issues, cost management, and utilizing comprehensive analytics and intelligence. The goal is to achieve an equilibrium that meets customer needs, empowers agents, and enables companies to deliver timely and contextually appropriate experiences. By leveraging better analytics and integrating generative AI, organizations can unleash human potential and revolutionize service delivery.

• Better analytics can enhance human performance in their jobs.
• Despite investments in AI technology, like voice recognition systems and process automation, customer service has integrated AI for decades.
• Fragmented tech stacks have resulted in missed service opportunities for customers.
• Combining human job performance with generative AI can create cross-generative AI (X-Gen AI) experiences that improve productivity, satisfaction, and performance and cost optimization.
• X-Gen AI allows the convergence of addressing customer issues, cost management, and utilizing comprehensive analytics and intelligence in high-throughput ecosystems like customer service.