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Full Description
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.
A portion of the book's proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education.
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
Contents
Part I: Introduction to AI and Its Applications in Customer Service and Support
1 The Seeds of an AI Revolution
2 Overview of Generative AI and Data Science Machine Learning
3 Application Areas of AI in Support
Part II: Building AI Models Using Proprietary Content: The 6Ds Framework
4 Vision of Success
5 Discover: Laying the Foundation
6 Design: Building the Blueprint
7 Develop: Crafting the Solution
8 Diagnose: Ensuring Effectiveness
9 Deploy: Launching the Solution
10 Detect: Monitoring and Feedback
Part III: Organizational Considerations for AI Model Creation and Deployment
11 Responsible AI and Ethical Considerations in Customer Support
12 Culture Considerations
13 Defining the Metrics that Matter in This New Era of AI
14 Utilization of AI for Operational Success
15 Evolution of Support Roles with AI
Part IV: Gamified Learning and the Future of Work in Support
16 Games, Play, and Novelty in the Age of AI
17 Leadership Excellence in the Era of AI
18 Future of Work: Navigating the AI Revolution
19 Next Steps and Conclusion
Glossary
