Published: 28 August 2023
Executives are asking customer service and support leaders how they will use generative AI to transform customer service through automation. Leaders must present a strategy that frames the discussion around business outcomes, limits exposure to risk, and drives demonstrable business benefits.
Hype surrounding generative AI (GenAI) is driving senior executives to expect service and support leaders to present a plan to automate customer resolutions, often without fully understanding the skills, time and investment required.
GenAI technology is evolving rapidly and showing incredible promise, but customer-facing service applications remain unproven and organizations do not fully grasp risks involved.
Leaders need to communicate a GenAI strategy for service and support that drives a clear business benefit in the short term and limits investment until customer-facing use cases are proven.
Service and support leaders should approach GenAI discussions by:
Establishing the context for the discussion
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