GenAI in Customer Support: Overcoming the Pitfalls to Deliver Stellar CX

GenAI in Customer Support: Overcoming the Pitfalls to Deliver Stellar CX

IDC suggests that 87% of C-Suite executives say their organization is doing some initial exploration of potential use cases of GenAI.

The customer support space is awash with an unparalleled wave of innovations, all thanks to Generative AI. Having enchanted us with its capabilities, generative AI-powered products have not only left an indelible mark on various domains but have also piqued the interest of customer support leaders who are eager to harness its promises.

However, having absorbed a year’s worth of enthusiasm around GenAI, CEOs and C-suite executives are now seeking more than mere promises, they are yearning for tangible outcomes.

As the fervor subsides, they find themselves confronted with tough questions: Which opportunities promise the greatest value in customer support? How can the delicate balance between cost, benefits, and risks be struck? And how can customer support organizations guarantee the responsible deployment of GenAI?

But most importantly, what do business executives aim to deliver by the sweeping transformations this technology is poised to introduce? Let’s find out!

What are Customer Support Organizations Looking To Achieve with GenAI?

Generative AI is rapidly transforming various industries, and customer service (CS) is no exception. Let’s delve into the key transformations this technology is poised to introduce:

  • Increase in Agent Productivity
    Generative AI significantly alleviates the burden on human agents, by automating repetitive tasks, via Virtual Assistants. It also addresses L1 customer queries by comprehending customer language and learning from past interactions for efficient issue resolution. As a result, agents can redirect their attention to more intricate and challenging customer issues. Additionally, GenAI streamlines knowledge base management by automating content creation, ensuring real-time information updates to keep pace with product changes, and supporting multilingual queries.
  • Improvement in CSAT
    By leveraging the capabilities of GenAI, businesses aim to improve customer satisfaction (CSAT) scores. The technology plays a key role in ticket deflection, addressing common customer queries promptly, and providing proactive support. This leads to quicker issue resolution, contributing to higher CSAT ratings.
  • Cost Savings
    Businesses aim to achieve cost savings with GenAI by automating tasks, optimizing workflows, and enhancing overall operational efficiency. The technology’s impact on productivity and resource utilization contributes to tangible financial benefits, aligning with the goal of cost-effectiveness.
  • Faster Time to Market
    GenAI facilitates faster time to market by expediting various processes. It aids in streamlining knowledge management, automating content creation, and supporting efficient training and onboarding. The result is accelerated decision-making, quicker product updates, and a more agile response to market demands.

Did you know? Spending on Generative AI would be between $100,000 and $500,000 in the current budget year.

GenAI in Customer Support: Overcoming the Pitfalls to Deliver Stellar CX

Challenges in Choosing GenAI Vendors

While GenAI offers exciting possibilities, there are also potential hurdles that must be considered. They are:

  • Security Concerns
    Implementing GenAI raises concerns about data security and privacy. Businesses must ensure that the sensitive information processed by AI systems is adequately protected from potential breaches and unauthorized access. Addressing security issues is crucial to building trust and compliance with data protection regulations.
  • Limited Personalization
    Some GenAI systems may face challenges in providing highly personalized experiences. Businesses may encounter difficulties tailoring AI interactions to individual customer preferences or specific use cases. Striking the right balance between automation and personalized engagement remains a challenge.
  • Isolated or Unstructured Usage
    Businesses might face challenges if the implementation of GenAI is isolated or lacks a structured approach within their overall operations. Integration issues with existing systems, or deploying AI in silos, can hinder the seamless flow of information and the optimization of processes across the organization.

39% of Technology Executives say that they have an advanced approach to AI. Clearly, the strategy is not being communicated well across the org.

  • Subpar Digital Customer Experience (DCX)
    GenAI’s impact on the digital customer experience (DCX) may fall short of expectations. If not implemented thoughtfully, AI interactions may result in customer dissatisfaction due to misunderstandings, lack of context, or inability to address complex queries. Maintaining a high-quality DCX is crucial for the success of AI implementation.

Introducing SearchUnify as the Ultimate Solution

Let’s uncover how SearchUnify is changing customer support:

  • Consistent UX Across Channels
    To meet the demand for a seamless customer experience across all engagement channels, implement a unified cognitive platform. This ensures a consistent and user-friendly interface, irrespective of the channel, avoiding pitfalls such as limited context and no view of the user journey. A cohesive approach enhances overall customer satisfaction.
  • Hyper-Personalization with Unified Customer Context
    Overcome the limitations of personalization by adopting a unified cognitive platform. By leveraging advanced technology, SearchUnify enables businesses to achieve hyper-personalization beyond digital channels. This eliminates siloed customer data, enhances customer insights, and creates a cohesive customer experience.
  • Fortify Your Data with SearchUnifyGPT™
    In achieving a secure integration with LLMs, SearchUnify employs an API key-based mechanism. It leverages the robust security measures implemented by LLM platforms, focusing on data security at rest. By utilizing the security infrastructure inherent to LLM platforms, SearchUnify effectively addresses risks like potential middleman attacks, enhancing the overall security stance of the integration. What’s more? With SearchUnifyGPT, experience faster case resolutions, enhanced self-service capabilities, improved employee productivity, and reduced self-service effort in Customer Support & Self-service scenarios.

GenAI in Customer Support: Overcoming the Pitfalls to Deliver Stellar CX

One Application, Diverse Impact

Empowering diverse requirements, SearchUnify, a unified cognitive platform, offers versatile solutions tailored to meet the unique needs of various audiences and use cases. Some key highlights are:

Main Use Cases Integrated In Key Features Used By Other SU Key Integrations
Support Rubrik Manual and Automatic Relevance Tuning Databricks Salesforce
Self-Service TechnologyOne Generative Answering Giga Spaces ServiceNow
Knowledge Management Syntellis Rich Snippets Broadcom Microsoft Dynamics 365
Communities Brightree Faceted Search Cyberark Khoros
Marketing Automation Anywhere Intent And Sentiments Aware Kantata Sharepoint

If you’re also interested in seeing how SearchUnify leverages LLMs and GenAI to address the unique needs of our users, then request a demo today.