Plusnet Solutions

We are witnessing an unprecedented boom in the field of Generative Artificial Intelligence (Generative AI), and its impact on improving customer service is undeniable. Generative AI has evolved rapidly and is already being used innovatively in Contact Centers to offer customers more personalized and efficient experiences.

As experts in the field, at Plusnet Solutions, we specialize in implementing and developing innovative technological solutions such as Artificial Intelligence, Voice Biometrics, and Conversational AI. We always strive to innovate and offer our clients the latest technologies on the market. That’s why we are aware of how Generative AI has emerged in our lives, which is why we wanted to analyze in this article the new role this technology is playing in the customer service sector.

We invite you to learn firsthand how this technology is being applied in the Contact Centers of our clients and many other companies, driving a significant transformation in how customer interactions are managed and exceptional CX is delivered.

Generative AI: beyond generating images or text

We often associate this technology with its most common and simple uses: generating images and text. However, beyond that, Generative AI has evolved significantly to include the generation of voice and audio. This allows Contact Centers to use trained artificial voices to sound more human and relatable, conducting interactions with customers, answering complex questions, and directing calls to more experienced agents efficiently and, above all, naturally.

Just look at the numbers; according to the strategic consulting firm Boston Consulting Group (BCG), it is estimated that Generative Artificial Intelligence tools can lead to savings of up to 60% for sales and customer service Contact Centers, adding a “differential value” compared to other previously used technologies, thanks to a “high degree of quality” and its ability to “standardize the customer experience without losing the ability to offer a high degree of personalization”.

Using generative artificial intelligence models, this technology can create responses and conversations almost humanly, providing more natural and personalized answers to customer inquiries, also improving efficiency in managing calls and chats, and even anticipating customer needs before they express them.

Additionally, Generative AI in customer service centers is also being used to create personalized content or even generate responses to emails or text messages, being able to understand the conversation’s context and continue it, which helps companies maintain more effective and relevant communication with customers.

Generative AI uses in the Contact Center

Como vemos, se le está dando muchos usos a esta tecnología dentro de los Contact Center, pero repasemos los principales:

  1. Automated responses: It can generate automatic and natural responses to customer inquiries, improving efficiency and reducing waiting times.
  2. Artificial Voice Generation: Using Generative AI models, artificial voices that sound more human can be created to interact with customers during calls, providing a more personalized service.
  3. Real-time training and feedback to agents: Generative AI models can be used to train Contact Center agents in real-time, providing instant feedback on their performance and helping them improve their communication skills with comments, tips, and best practices.
  4. Call analysis and summary: Generative AI can automatically analyze and summarize phone conversations between agents and customers, extracting key information and providing valuable insights to improve customer service or aspects of improvement.
  5. Omnichannel support: It can be used across multiple communication channels, such as email, chatbots, and social networks, to offer consistent and efficient assistance on all platforms.
  6. Personalized experience: Through data analysis and machine learning, Generative AI can personalize customer interactions, offering tailored solutions and recommendations to the individual needs of each customer.
  7. Process automation: With Generative AI tools, many repetitive tasks can be automated, allowing employees to focus on more complex tasks related to the customer experience. Additionally, automatic follow-ups can be configured to ensure that customers are served and contacted at key moments in the customer lifecycle.

The future of CX is written with Generative AI

The advancement of Generative Artificial Intelligence is taking customer service to new heights, offering a range of possibilities that just a few years ago seemed futuristic to industry experts. From generating natural responses to extreme personalization of the customer experience, this technology is transforming how we interact with companies.

At Plusnet Solutions, we always seek innovation, which is why we are already working on implementing and developing technological solutions that maximize the potential of Generative AI in our clients’ Contact Center systems, allowing them to offer a better customer experience and service, and helping them excel in an increasingly competitive market.

If you want to be part of this intelligent revolution, we invite you to discover how Generative AI can boost your company’s growth. So, if you want to know how we can help you, don’t hesitate to contact us. We are here to help you make the most of the latest technologies on the market and take your customer service to the next level.