Transform Your Customer Service with Generative AI: Elevate Efficiency and Enhance Customer Satisfaction
According to McKinsey & Company‘s latest research paper, “The economic potential of generative AI: The next productivity frontier” by utilizing digital self-service and enhancing agent skills, generative AI has the ability to improve the customer experience and boost productivity. The technology has already proven successful in automating interactions with customers using natural language, leading to increased issue resolution and reduced handling time. In one company with 5,000 customer service agents, the application of generative AI resulted in a 14% increase in issue resolution per hour and a 9% decrease in handling time. Additionally, agent attrition and requests to speak to a manager decreased by 25%. Interestingly, less-experienced agents benefited the most from AI assistance, as it helped them to communicate more effectively and improve their skills. Overall, generative AI has the potential to revolutionize the customer service industry and improve the quality of service provided to customers.
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