Gartner：2024生成式AI在客户服务中的顶级用例报告 英文版 .docxVIP

GartnerforCustomerServiceLeaders

TopGenerativeAIUseCasesfor

CustomerService

GenerativeAI(GenAI)holdsthepromiseofbeingabletotransformcustomerserviceandsupport.CustomerserviceandsupportleadersshouldstarttheGenAIadoptionprocessbydeployingusecasesthatstrikeabalancebetweeninnovationandriskmitigation.

Overview

KeyFindings

?GenAIwillchangehowcustomerserviceandsupportorganizationsdesignwork,assigntasksandcreatecustomerexperiences,requiringleaderstoactnowtoreadytheirorganizationstoacceleratethelearningprocess.

?PerresponsestoaquestioninanAugust2023Gartnerwebinar,85%oforganizationsareinvestinginGenAItoimprovebusinessfunctions.CustomerserviceandsupportisthesecondhighestpriorityforbusinesseswhenitcomestoGenAIinvestment,rightbehindIT.

?GenAI,specificallylargelanguagemodels(LLMs),hasauniquesetofriskswhencomparedwithothermorecommonAIimplementations,requiringleaderstoscrutinizetheirfirstsetofpotentialusecases.

?MoreandmorecustomerserviceandsupporttechnologyvendorsaredevelopingtheirownGenAIcapabilitiesandintegratingthemintotheirsolutionportfolios.Thisstrategyprovidescustomerserviceandsupportleadersanopportunitytocapitalizeonthisinnovationinashortertimeframe.

Recommendations

CustomerserviceandsupportleaderswhoareresponsibleforimprovingservicethroughtheapplicationofinnovativesolutionsusingGenAIcapabilitiesshould:

?LearnabouttheGenAIcapabilitiesapplicabletocustomerserviceandsupportorganizationsandtheoptionsforsourcingthetechnology.

?StartbyadoptingGenAIcapabilitiesforcontentgeneration,contentutilityandtextanalyticscapabilities,whichprovidesquickdiscoveryofGenAItechnology’sbenefitsbyimprovingagentproductivity.

?ExpandtheadoptionofGenAIcapabilitiessuchasvirtualassistant,callsummarizationandreal-timetranslationbyund