Shelf Blog: Customer Service

Generative AI for customer service is not a one-size-fits-all solution. In almost every case, implementing GenAI in a business involves several aspects at once. These can include providing response suggestions to agents, autonomous communication with customers via chat, analyzing thousands of...

The voice channel is the least forgiving of mistakes. In a chat, a customer can reread a response, check it against the chat history, or ask the bot again in writing. Over the phone, this isn’t possible; all a customer has is what they heard in the moment, spoken in a confident, natural voice....

When it comes to patient support in the healthcare sector, it differs significantly from general customer support. Most inquiries are closely tied to real, potential problems. If a customer receives the wrong answer at a typical call center, they’ll be dissatisfied or, at most, stop using your...

The term AI customer service agent is used for just about anything these days: from a simple chatbot to a fully autonomous tool that handles a customer interaction from start to finish on its own. But lumping everything together under a single term is, at the very least, unethical, because there’s...

The volume of customer inquiries in the insurance industry differs from most other sectors. This is because claims and questions about coverage terms dominate the industry. And in this sector, accuracy isn’t just a matter of customer experience, it’s about compliance with regulatory requirements....

If you work in an industry that provides any kind of customer service, you’ve likely heard the term AI customer service software in recent years. Given how often this term comes up, it seems straightforward at first glance. But in practice, not everyone realizes that it encompasses a wide variety...