6 use cases for generative AI in customer service

Generative AI is sparking innovation in many areas and the contact center is no exception.  

In customer service, generative AI can predict customer needs, enabling proactive and tailored support. It can auto-generate customer replies, assist agents in real-time as they engage with customers, automate notetaking and summarization, and even develop personalized training materials for agents.

In this article, we’ll explore six innovative uses of generative AI in customer service, and we’ll examine the benefits of using generative AI, from improving efficiency and accuracy to enhancing personalization and customer satisfaction.

Six generative AI uses for customer service.

1. Automatic summary to reduce after contact work time.

Generative AI effectively summarizes interactions, significantly reducing after contact work (ACW) time.

A prime example of this is the Talkdesk feature automatic summary. Powered by generative AI, it summarizes the topics discussed during an interaction, saving valuable time and providing crucial information follow-up conversations with the same customer.

Automatic summary allows agents to spend less time on administrative tasks and more time delivering exceptional customer service. In fact, it has been shown to shave 30-60 seconds off after call work.

2. Using generative AI for sentiment analysis.

Sentiment analysis involves analyzing customer interactions to understand their emotions and sentiments. When powered by generative AI, sentiment analysis allows you to see the hidden layers of customer communication, such as cultural nuances or ambiguities, giving insights into how they feel and what they want.

Talkdesk Interaction Analytics™ is a prime example of this technology in action. It leverages generative AI to capture, transcribe, and analyze every customer interaction. It identifies key conversation moments, topics, and sentiments helping businesses understand customer intent more clearly. With this information, businesses can uncover trends that lead to improved customer experience.

But Talkdesk Interaction Analytics doesn’t just review customer conversations for topics and sentiment trends; it goes a step further. With generative AI, it detects emerging topics, uncovering valuable insights and opportunities—even unexpected ones. It empowers businesses to not only understand customers but also anticipate their needs and deliver truly exceptional customer experiences.

3. Leveraging generative AI for virtual agents.

Instead of responding with generic, pre-programmed responses, generative AI allows virtual agents to understand the context of the conversation and respond naturally and conversationally. This results in interactions that feel less like a conversation with a machine and more like a conversation with a human.

Talkdesk Virtual Agent handles common customer queries like orders, returns, and billing. If complex cases require empathy and expertise, the virtual agent seamlessly redirects customers to a human agent. This results in a faster, frictionless customer service experience.