Generative AI is changing the game for customer service. Unlike older AI tools that followed scripts or handled narrow tasks, generative AI can create content instantly – like summarizing calls, writing personalized replies, generating help content from FAQs or even generate knowledge base articles based on customer trends.
Think of it as a smart assistant for your support team. It boosts agent productivity, reduces response time, and ensures consistency across channels (allowing agents to spend more time on complex issues that require a human touch).
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