The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers

Description

In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity.

A portion of the books proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education.

IN THIS BOOK YOULL LEARN

• About AI, machine learning, and data science
• How to develop an AI vision for your organization
• How and where to incorporate AI technology in your customer experience fl ow
• About new roles and responsibilities for your organization
• How to improve customer experience while optimizing productivity
• How to implement responsible AI practices
• How to strengthen your culture across all generations in the workplace
• How to address concerns and build strategies for reskilling and upskilling your people
• How to incorporate games, play, and other techniques to engage your agents with AI
• Explore thought experiments for the future of support in your organization

Insightful & comprehensiveif you run a service & support operation, put this book on your essential reading list right now!

PHIL WOLFENDEN, Cisco, VP, Customer Experience

This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change were experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.

BRYAN BELMONT,

Microsoft, Corporate VP, Customer Service & Support

The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.

PHAEDRA BOINODIRIS, Author, AI for the Rest of Us

Sample Content

Online Sample Chapter

Application Areas of AI in Support

Sample Pages

Download the sample pages (includes Chapter 2)

Table of Contents

Part I: Introduction to AI and Its Applications in Customer Service and Support 

1          The Seeds of an AI Revolution

2          Overview of Generative AI and Data Science Machine Learning

3          Application Areas of AI in Support

Part II: Building AI Models Using Proprietary Content: The 6Ds Framework

4          Vision of Success

5          Discover: Laying the Foundation

6          Design: Building the Blueprint

7          Develop: Crafting the Solution

8          Diagnose: Ensuring Effectiveness

9          Deploy: Launching the Solution

10        Detect: Monitoring and Feedback

Part III: Organizational Considerations for AI Model Creation and Deployment

11        Responsible AI and Ethical Considerations in Customer Support

12        Culture Considerations

13        Defining the Metrics that Matter in This New Era of AI

14        Utilization of AI for Operational Success

15        Evolution of Support Roles with AI

Part IV: Gamified Learning and the Future of Work in Support

16        Games, Play, and Novelty in the Age of AI

17        Leadership Excellence in the Era of AI

18        Future of Work: Navigating the AI Revolution

19        Next Steps and Conclusion

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