Gartner Research

How to Access Generative AI in Customer Service and Support

Published: 01 August 2023

Summary

Customer service and support leaders are wondering how to use generative AI to improve CX and agent experience. This document provides an overview of the ways that customer service and support leaders can access generative AI technology options that will enhance their organization’s function.

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Overview

Key Findings
  • Generative AI technology has become an increasingly critical focus area for customer service and support leaders, given the popularity of applications such as ChatGPT.

  • Organizations have three options for sourcing generative AI: using general purpose models, custom models and vendor products. All three have benefits and risks.

  • The cost and complexity of adopting generative AI is difficult for service leaders to assess, largely because of differences in how the three options provide access to the technology in an evolving market.

Recommendations

Customer service and support leaders must:

  • Develop a generative AI adoption strategy by understanding the pros and cons of each option

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Analysts:

Uma Challa

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