Putting AI to work for Customer Service
Рет қаралды 20,265
Күн бұрынDownload the AI for customer service guidebook. → ibm.biz/BdmxGe
Get more AI academy content. → ibm.biz/BdSr6G
The contact center-the hub of most customer service operations-has come a long way in the past couple of decades. Tools such as interactive voice response (IVR), agent assist, robotic process automation, and chatbots have already made customer service agents more productive. However, the use of these technologies in most enterprises is fragmented. See how generative AI can delight customers with a more seamless experience and increase productivity for the organization in these three key areas: self-service, human agents, and contact center operations.
00:00 Putting AI to work in customer service
00:43 Chapter 1 - The AI-powered contact center
06:40 Chapter 2 - Changing the ROI equation
08:23 Chapter 3 - Practical steps to transform customer service
AI news moves fast. Sign up for a monthly newsletter for AI updates from IBM. → ibm.biz/Bdmxe9
@user-kj7fe8oy5j 7 ай бұрын
Appreciate your support i lean concepts from your videos
@BlakeMichelleMorgan 2 ай бұрын
A well organized approach here !
@postusinterruptus 17 күн бұрын
Very well done. Thank you.
@user-ln2ie3th5h 4 ай бұрын
Absolutely incredible presentation. Definitely where we’re at in my department, this year my tasks were all a step in to the world of optimizing archaic practices related to documentation and streamlining through establishing missing systems although some are tried and true, just had to give them a polish with creative ideas I used AI to brainstorm. Augmenting the rep is how I would describe what has been happening, I just couldn’t put words to it. Delighted to hear this elevated language about our less than prestigiously perceived impact.
@gregmaranan 7 ай бұрын
I was applying in IBM before I was hired as a private teacher. But I'm still planning to re-apply.
@marcus_b1 7 ай бұрын
Very interesting and useful information 👍👍
@NetworkSneed 7 ай бұрын
30 seconds in and it is total idealistic sales rep imagination land away from what actual Phone customer service is actually like
@NashLynch 3 ай бұрын
Now there is an AI that can replace customer service reps. Its called Nova Echo AI and it sounds just like a real person over the phone. It's also 100% consistent, doesn't need motivation, training, or breaks.
@petercrossley1069 7 ай бұрын
The trouble is that the call centres are staffed mostly with poorly trained or incompetent staff. Microsoft is a case in point.
@petercrossley1069 7 ай бұрын
Talking to people who can’t speak decent English or understand your queries is the norm right now.
@NashLynch 3 ай бұрын
I'm seeing a lot of business use Nova Echo AI for this. It sounds just like a real person and has conversations over the phone. They have over 125 voices and the AI is always consistent.
@HotdogSosage Ай бұрын
@@NashLynchfucking advertising bot
@davidrojas4687 7 ай бұрын
This will completely destroy the hopes of service specialized cities like Bogotá 🎉
@KP-sg9fm 7 ай бұрын
For those in doubt: If you asked me 1-2 years ago if we would ever get an AI with this deep level of understanding of language and the world I would have called you crazy. But now? I don't even know man, it feels unreal. Do yourself a favor, find someone with a premium GPT4 membership or API access and try out the GPT 4 model and the Whisper AI model...I promise you, then you will 100% understand that we now have the technology to make this possible.
@aleccisco 7 ай бұрын
Give me a break man. We have been hearing this story in the last eight years. AI is predictable therefore hackable by the customers self service was supposed to take over but still less than 10% IVR is 25 yrs old nothing to do with AI
@wupapi39 7 ай бұрын
You clearly listened to nothing that was said about how generative AI can enhance existing tools and thus improve experiences. It's okay to not know but much worse to refuse to learn
@KP-sg9fm 7 ай бұрын
Sounds like you have not even tried or experienced the latest generative AI models. They are LEAGUES ahead of what we had in the past. If you asked me 1-2 years ago if this would ever get an AI with this deep level of understanding of language and the world I would have called you crazy. But now? I don't even know man, it feels unreal. Do yourself a favor, find someone with a premium GPT4 membership or API access and try out the GPT 4 model and the Whisper AI model...I promise you, then you will 100% understand that we now have the technology to make this possible.
Henrik Kniberg
Рет қаралды 1,7 МЛН