Learn how to boost your digital interactions with GENAI Generative Artificial Intelligence

Have you ever used ChatGPT? Imagine having that conversational potential to guide interactions with your customers, driving self-management through any channel of attention with a permanent availability (24/7). It is possible. Moreover, you can combine OpenAI’s capabilities with those of the most powerful artificial intelligences in the industry, such as Google, AWS and IBM. 

But, before we tell you the details, let’s start with the basics. What is Generative Artificial Intelligence or GENAI? According to AWS, it is a type of AI that can create new ideas and content, such as conversations, stories, images, videos and music.  Based on material produced by people, this type of AI has the ability to come up with its own creations, mimicking human intelligence in computational processes not commonly performed by machines, such as writing poems, producing images with artistic touches or songs.

You may ask yourself, how can you take advantage of GENAI’s capabilities to interact with customers during a customer service process? And the answer is that you just need to know very well what your customers require, and then tell it all to the artificial intelligence that best suits your needs. Yes, tell them, in words, because you don’t have to be a coding expert to bring chatbots or voicebots like ChatGPT to life, you just have to write a set of instructions in natural language and GENAI will do the rest. Once you have this clear, the next thing is to integrate it into your communication flows. 

wolkvox Manager allows you to model, configure and manage such interaction flows including GENAI at every step.

Boosting team performance

With GENAI, collaborators have powerful tools at their fingertips to streamline and even automate processes, from an automatic spell checker that adjusts spelling and provides writing suggestions, to an intelligent assistant that shares information and recommendations in real time. Likewise, Generative AI facilitates the analysis of what happens in interactions, integrating with Speech Analytics to offer automatic summaries of conversations via chat or call, accompanied by sentiment analysis and the identification of relevant topics, which are usually presented in a cloud tag. 

When it comes to an internal view, GENAI takes care of repetitive processes, providing real-time assistance and interpreting large amounts of data, allowing teams to focus on more personalized and relevant tasks. 

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Enlivening customer satisfaction 

Customers increasingly prefer companies that create tailored experiences, i.e. highly personalized and solve exactly what they need. Below, we share some benefits of powering every digital interaction with GENAI:

• Personalized experience: generative AI learns from past interactions to create responses aligned with each customer’s style and needs. Formal or casual customer? GENAI adjusts your tone to truly connect.
  

• Fast and efficient resolution: Generative AI processes questions instantly, keeping customers from waiting, resolving repetitive queries without human intervention.
  

• Predictive analytics: By analyzing large volumes of data, this AI can foresee needs, making accurate recommendations and anticipating problems before they arise. You will always be one step ahead.
  

• Continuous improvement and machine learning: With every interaction, GENAI gets smarter, learning from mistakes and improving future responses. Your team and your customers will have a constantly evolving experience.
  

• Resource savings and scalability: Whether it’s peak hours or off-peak days, generative AI works non-stop, handling queries without overloading your team and maintaining efficiency.

Are you ready to give your customer service a futuristic twist? With generative AI, you can take customer service to the next level, where every interaction counts and customer satisfaction is the priority.