Dive Brief:
- Alphabet expects generative AI to drive improvements in customer service and other technologies that will improve CX and drive cost savings, executives said on a Q2 earnings call Tuesday.
- Customer service has been an early AI proving ground, and it is a prime example of how AI can improve the bottom line while helping customers, according to Sundar Pichai, CEO of Alphabet and Google.
- “If you take a use case like improving the customer service experience, part of it is driving efficiencies, and you can look at it from a cost standpoint, but you could also be improving the overall experience,” Pichai said during the call.
Dive Insight:
Generative AI could prove useful for CX executives looking to drive revenue for the business while improving the customer experience, provided they can tie investments to outcomes.
Actionable metrics and ROI from CX investments are essential to earning C-suite support and buy-in, but many leaders struggle to connect their strategies to measurable results, according to Deloitte Digital.
Call centers can cut costs by improving self-service with AI-powered chatbots. Customers overall are increasingly interested in conversational messaging where generative AI-powered chatbots handle simple inquiries, reducing the need for live calls.
One example is Uber, which plans to enhance its self-service chatbots with generative AI. The company wants to make responses feel more personalized while matching the customer’s tone and language, which will accelerate customer adoption, according to Troy Stevenson, global head of customer operations at Uber, on a LinkedIn Live webinar Wednesday.
“I think a lot of that relatively simple customer service is going to go entirely to automation,” Stevenson said during the webinar.
AI will improve efficiency for live calls as well, Stevenson said. Uber plans to use generative AI to summarize calls and diagnose the cause behind issues, letting agents spend more time connecting with customers and solving their problems.
