Generative AI for Customer Support

This season, we're diving into the realm of Generative AI in Customer Support, investigating its possibilities, discussing actual achievements, and revealing the newest developments influencing the customer support industry.

We will be joined by Patricia Lughezzani, a highly accomplished visionary professional with a distinguished career in building, revitalizing, and optimizing customer support, customer success, renewal sales, technical services, and sustaining engineering organizations to facilitate growth and customer retention. Patricia's consulting company, PL Support Solutions, focuses on Customer Success, Premium Support, and Support Optimization strategies.

Patricia Lughezzani

Founder, PL Support Solutions and Executive Advisor, Grazitti Interactive

Episode 1 - History and Current State of AI in Customer Support

Key Takeaways:

Support is leading the way in terms of current implementation and future investment
New LLM technology opens opportunities for advancing the quality and cost savings from current Support workflows
Think about creating personalized customer experiences with Generative AI
AI evolves, and does not eliminate, the Support organization
Using Generative AI is here… Don’t get left behind

Episode 2 - Navigating the Changing Dynamics of Trust & CX in the Age of Generative AI

Key Takeaways:

Overcome the challenges leading to customer’s mistrust of AI
Long-term planning, start internally, and implement incrementally
Create engaging experiences for customers & employees
Ensure a foundation of curated content & assisted workflow
Experience, content & assisted balance to drive Community adoption

Episode 3 - Strategizing and Integrating GenAI into Your Enterprise Support Ecosystem

Key Takeaways:

Building a Multi-Year Roadmap for Strategic GenAI Investments
Harnessing Advanced Language Capabilities across Support Workflows
GenAI Planning Horizon: Embracing AI for Future Strategies
SearchUnify's Generative AI Capabilities

Episode 4 - From Obstacles to Opportunities: GenAI in Enterprise Support

Key Takeaways:

Gain insights into the total cost of ownership (TCO) when implementing GenAI.
Explore strategies to address customer fear around leveraging LLMs for support interactions.
Identify the technological challenges associated with deploying GenAI.

Episode 5 - Overcoming Employee Fears around GenAI Adoption to Drive Business Value

Key Takeaways:

Practical approaches to address and alleviate employees' concerns and fears regarding GenAI
Role of continuous training and strategizing career paths for empowering employees
Benefits of integrating agent assistance tools powered by GenAI