Generative AI: What It Means For Customer Service

July 7th, 2023

Christina McAllister Senior Analyst

Jeremy Vale Researcher

With contributors:

David Truog , Max Ball , Melissa Parrish , Evan Megan , Jen Barton

Summary

Generative AI has the potential to transform contact center operations. Although the risks of the technology mean it’s not yet a good fit for customer-facing use cases, customer service leaders can begin using generative AI now to improve content creation, accelerate data analysis, and streamline agent workflows.

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