Название: The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers (Final Release)
Автор: Ross Smith, Mayte Cubino, Emily McKeon
Издательство: Addison-Wesley Professional/Pearson Education
Год: 2025
Страниц: 546
Язык: английский
Формат: pdf (true), epub
Размер: 41.2 MB

In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity.

Generative AI has made amazing advances in the last year, and customer service and support is one of the most important areas where this new technology can have an immediate impact. While the technology is not yet in a place where it will fully replace agents and support engineers, it can do wonders to dramatically improve customer experience while also contribute to the optimization of productivity in various ways. This book help readers understand how and where to incorporate AI technology into the flow of the customer experience.

Large Language Models (LLMs) are the latest and most advanced stage of LMs, which aim to build very large-scale and powerful LMs that can generate natural language texts across multiple domains and tasks, given minimal or no supervision. LLMs rely on massive amounts of computation and data and use sophisticated optimization and regularization techniques, such as self-attention, dropout, or layer normalization, to train billions or trillions of parameters. Some of the most prominent examples of LLMs are GPT-3, GPT-3.5 (Instruct GPT) and GPT-4, developed by OpenAI.

Deep Learning has enabled significant advances in various domains, such as computer vision, natural language processing (NLP), speech recognition, and robotics. Some notable Deep Learning models include convolutional neural networks (CNNs), recurrent neural networks (RNNs), and transformer models, such as BERT (Bidirectional Encoder Representations from Transformers) and GPT (Generative Pre-trained Transformer).

LLMs have demonstrated remarkable capabilities and achievements in natural language understanding and generation, surpassing previous state-of-the-art models and even human performance in some tasks. Some of the most notable and influential LLMs include GPTs, BERT, XLNet, T5, and DALL-E, which have been developed and released by leading research labs and companies, such as OpenAI, Google, Facebook, and Microsoft. LLMs have also enabled and inspired the creation and innovation of various applications and products, such as chatbots, assistants, recommender systems, content generators, summarizers, translators, analyzers, or synthesizers, which have been deployed and adopted by various industries and sectors, such as education, health, business, media, entertainment, or art, among others. LLMs have thus revolutionized and democratized the field of natural language processing and generation, opening up new possibilities and opportunities for research, development, and impact.

In this book you'll learn:
About AI, Machine Learning, and Data Science
How to develop an AI vision for your organization
How and where to incorporate AI technology in your customer experience fl ow
About new roles and responsibilities for your organization
How to improve customer experience while optimizing productivity
How to implement responsible AI practices
How to strengthen your culture across all generations in the workplace
How to address concerns and build strategies for reskilling and upskilling your people
How to incorporate games, play, and other techniques to engage your agents with AI
Explore thought experiments for the future of support in your organization

"Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!" - PHIL WOLFENDEN, Cisco, VP, Customer Experience

"This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we're experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind." - BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support

"The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami." - PHAEDRA BOINODIRIS, Author, AI for the Rest of Us