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.
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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:
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