Customer service and support leaders are evaluating and adopting generative AI product innovations nearly as quickly as vendors are making them available. A new Gartner^® report explores the benefits and challenges of generative AI to enhance customer service and support.

These include:

• Improving employee productivity by reducing AHT 
• Increasing the quality and accuracy of interactions through reusable knowledge content
• Enhancing self-service containment rates with better conversational virtual agents.

The report details: 

• Three approaches to interacting with LLMs: out-of-the-box model usage, prompt engineering, and leveraging custom models
• How generative AI capabilities can be useful for customer service  in areas such as summarization, knowledge asset creation, and virtual assistants.

To download this complimentary report, complete the form on the right.

Gartner, How Can Generative AI Be Used to Improve Customer Service and Support? Pri Rathnayake, 24 May 2023.

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