Many companies are dabbling in GenAI, but production deployments are rare due to upskilling and integration challenges. A promising use case? “Voice of the customer” applications. These are easier to implement than internal productivity tools and provide clear economic benefits by enhancing customer satisfaction.
🔍 How GenAI Helps:
1. Capturing Feedback: Transcribes voice calls and processes text from emails/social media.
2. Summarization: Accurately and swiftly summarizes customer comments.
3. Classification: Categorizes feedback and recommends actions.
4. Sentiment Analysis: Detects nuanced sentiments with over 95% accuracy.
5. Empathy Analysis: Assesses employee empathy in real-time.
Examples include DBS Bank, reducing call handling time by 20%, and a public utility company using GenAI for compliance and empathy checks.
📈 Actionable Insights:
GenAI systems can draft responses, identify responsible departments, and even suggest root causes for issues, leading to highly personalized customer interactions.
🤖 Integration:
Pairing GenAI with CRM systems and automation tools like Zapier or UiPath can streamline customer feedback management, freeing up humans to focus on resolving critical issues.
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