Jun 25, 2024

Generative AI Customer Support - All you need to know

This blog delves you into the research reports on how AI impacts Customer Support and brings a positive change

Generative AI Customer Support, Customer Service AI

Artificial Intelligence (AI) has become a game-changer in numerous industries, and customer service is no exception. This blog post will delve into the impact of AI on customer service, backed by the latest statistics and trends.

The Rising Bar of Customer Service

Since the pandemic, customer service has been a rollercoaster ride. Customer expectations are higher than ever — 72% of consumers say they will remain loyal to companies that provide faster service. And 78% of service agents say it’s difficult to balance speed and quality, up from 63% since 2020. All of these pressures have led to a turnover rate of 19% in service organizations.  The conversational AI market, currently valued at $10.7 billion, is experiencing significant growth. Anticipations indicate that the conversational AI market will triple in size.

Generative AI stats you need to know:

How do people feel about Generative AI

AI and Customer Service goes hand in hand

Trust: A determining factor

AI and Customer Service: The Statistics

Conversational AI the most prevalent AI application in the business landscape today, stands as a testament to AI’s influence on customer service. Here are some key statistics:

  • 60% of customer service professionals said that using AI helped them save time.
  • Conversational AI handles 80% of common customer service inquiries.
  • 15% of customer service interactions worldwide will be fully powered by AI.
  • AI in customer service is actively used by 63% of retail organizations to improve customer interactions.
  • AI in customer experience is considered transformative by 60% of CX leaders.

The Impact of AI on Customer Service

AI has the potential to revolutionize customer service in several ways:

  1. Self-Service: A significant percentage of customers prefer utilizing self-service options before reaching out to a customer service representative.
  2. Cost Savings: AI-powered chatbots enable businesses to save approximately a significant amount of work for their customer support representatives each year.
  3. Customer Satisfaction: For brands that respond to customer service queries via social media, a significant percentage of customers hold a more favorable view.

The Future of AI in Customer Service

By 2025, AI is predicted to drive 95% of customer experience. This indicates a future where customer interactions are swift, precise, and enriched with personalized experiences.

In conclusion, AI is reshaping the landscape of customer service, sculpting a future where customer interactions are swift, precise, and enriched with personalized experiences. As we move forward, the integration of AI into customer service strategies will not just be an option, but a necessity for businesses to thrive.

Decision pointsOpen-Source LLMClose-Source LLM
AccessibilityThe code behind the LLM is freely available for anyone to inspect, modify, and use. This fosters collaboration and innovation.The underlying code is proprietary and not accessible to the public. Users rely on the terms and conditions set by the developer.
CustomizationLLMs can be customized and adapted for specific tasks or applications. Developers can fine-tune the models and experiment with new techniques.Customization options are typically limited. Users might have some options to adjust parameters, but are restricted to the functionalities provided by the developer.
Community & DevelopmentBenefit from a thriving community of developers and researchers who contribute to improvements, bug fixes, and feature enhancements.Development is controlled by the owning company, with limited external contributions.
SupportSupport may come from the community, but users may need to rely on in-house expertise for troubleshooting and maintenance.Typically comes with dedicated support from the developer, offering professional assistance and guidance.
CostGenerally free to use, with minimal costs for running the model on your own infrastructure, & may require investment in technical expertise for customization and maintenance.May involve licensing fees, pay-per-use models or require cloud-based access with associated costs.
Transparency & BiasGreater transparency as the training data and methods are open to scrutiny, potentially reducing bias.Limited transparency makes it harder to identify and address potential biases within the model.
IPCode and potentially training data are publicly accessible, can be used as a foundation for building new models.Code and training data are considered trade secrets, no external contributions
SecurityTraining data might be accessible, raising privacy concerns if it contains sensitive information & Security relies on the communityThe codebase is not publicly accessible, control over the training data and stricter privacy measures & Security depends on the vendor's commitment
ScalabilityUsers might need to invest in their own infrastructure to train and run very large models & require leveraging community experts resourcesCompanies often have access to significant resources for training and scaling their models and can be offered as cloud-based services
Deployment & Integration ComplexityOffers greater flexibility for customization and integration into specific workflows but often requires more technical knowledgeTypically designed for ease of deployment and integration with minimal technical setup. Customization options might be limited to functionalities offered by the vendor.
10 ponits you need to evaluate for your Enterprise Usecases

At Fluid AI, we stand at the forefront of this AI revolution, helping organizations kickstart their AI journey in enhanced Customer Support with AI tech. If you’re seeking a solution for your organization, look no further. We’re committed to making your organization future-ready, just like we’ve done for many others.

Take the first step towards this exciting journey by booking a free demo call with us today. Let’s explore the possibilities together and unlock the full potential of AI for your organization. Remember, the future belongs to those who prepare for it today.

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