If you work in CX or revops, chances are you've had more than a few conversations about generative AI recently. Some are filled with excitement, others with questions. The technology is moving quickly, and everyone wants to know how it will impact customer service.
AI tools have created opportunities to improve speed, scale, and consistency in CX and revenue operations. However, adopting them too quickly can lead to losing sight of the customer. That's why it's crucial to prioritize serving people better over implementing AI quickly.
The traditional support model can't keep up with modern expectations. Customers want quick answers, but also want to feel understood. Generative AI has the potential to meet both needs, but only if applied thoughtfully. Always inspect AI output for accuracy and train, monitor, and stay involved to avoid easily preventable mistakes.
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Generative AI Is Changing How We Think About Customer Experience & Support
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