HOW TO USE GENERATIVE AI FOR CONTACT CENTRES?

Publish date:

• 24th July, 2023

Contact centres run by companies are getting a major boost by the presence of Generative AI say Salesforce partners. They are becoming a big asset that is helping service teams in contact centres save time and energy in a variety of ways. Let’s read about some of them, shall we?

Below are some use cases for generative contact centre AI as told by Salesforce Global Partners:

• Producing service responses to clients. Contact centres offer a variety of ways for clients to engage and solve their problems such as phone to email to chat to text. Many clients prefer the digital options, while the older demographics still prefer the time and-tested–call centres.  It's important that the team manning the digital channels have access to correct & relevant data, so they can provide customised and timely service, leading to quick resolutions and customer delight. The large language models fuelling generative AI can instantly deliver a human-like response to a query. Based on your client information & knowledge base, customisation of generated responses is possible, making them more reliable. For agents handling multiple cases together, contact centre AI is a real boon to confirm Salesforce partners.

• Producing case summaries. To deliver clients superior service, clean data to monitor & rationalisation of service interactions is important. This makes a case summary filed by the agent after a ticket/issue has been resolved an important service document for a business to study. This can be a time-consuming affair taking away from the time the agents can spend on serving others. This is where generative AI comes in. Generative AI can convert the communication and convert it into a wrap-up summary suggesting Best Salesforce Partners. The human agent only needs to study and amend the data/information if needed. The main work has already been done. This way the human agents can focus on serving customers state Salesforce partners.

• Producing knowledge content. Self-help is the new mantra to acknowledge Top Salesforce Partners. This includes access to knowledge articles and so on. To enable this option, a company requires an extensive knowledge base that clients can use to help themselves. The service team at times is mandated to produce knowledge articles after a case is resolved satisfactorily reveal Salesforce partners. This can be another time-consuming affair for the team members. It takes away from the time they can spend on personalised & relevant engagement with clients resolving their issues at leisure. Generative AI can instantly produce a knowledge base article after a support case is over by retrieving case notes, engagement history, and information from the various service tools. The human agent just needs to review & edit after which forward it to the queue for acceptance. Thus no pressure on the service team to be involved in knowledge content creation from scratch.

• Generating responses. Generative AI enables agents & clients to obtain the replies they require quickly. Instead of going through reams of data, AI sources the relevant details from the knowledge bank and presents replies as simple text. 

For more info on Generative AI and your business, connect with Codleo – a leader among Salesforce Platinum Partners.

Also Read: TOP BENEFITS OF AI & SALESFORCE IMPLEMENTATION SERVICES

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About the Author

Akansha Singh

Akansha is a Digital Consultant having rich experience in Organic as well as Paid Marketing, Marketing Automation, Lead Generation, Email Marketing and also in Social Media Management. Her main forte is to help you grow your business through strategy and planning.