Generative AI (gen AI) could boost customer service by improving self service, and it could boost customer service by improving live agent assistance. Chad Hamblin, Director of Business Strategy with Microsoft and Simon Bamberger, Managing Director and Partner, Boston Consulting Group (BCG), participated in a Microsoft webinar on November 28, 2023, “Reimagining Customer Service and Support with the Power of Generative AI,” that outlined how this would work.
“Within those early use cases of gen AI are those for which you do not need connections to underlying knowledge bases, customer data or products, but instead can leverage the more native functionalities of an AI such as issue or case summaries and the drafting of communications to be sent to customers,” Bamberger said.
