Enterprise Apps Unpacked11 Maalis 2024

Generative AI puts humans at the center of the customer service loop

For years, artificial intelligence has helped to improve customer service by making automated chatbots more intelligent and enabling voice-controlled phone menus. But now the human-like communication abilities of generative AI tools such as ChatGPT are helping contact-center agents find quick answers for customers. And despite AI's reputation as a soulless automaton, the newest generation of AI could instead help humanize customer service by letting agents spend less time searching for information so they can be more attentive to the feelings and needs of customers.

In this podcast, Brian McKenna, senior analyst of business applications at TechTarget's Enterprise Strategy Group (ESG), shares the results of a recent ESG survey in which IT professionals revealed their contact-center challenges and technology plans. He explains the most common use cases of AI in customer service, names some of the leading vendors and gives his take on where the top-line business benefits will be.

McKenna is based in the London office of TechTarget, where he helps to direct ESG's analyst services in Europe, the Middle East and Africa, covering business applications, information management and cybersecurity topics. Until recently, he was the longtime business applications editor at TechTarget's ComputerWeekly. He holds a degree in History and English from the University of Glasgow and a doctorate from the University of Oxford.

Other topics discussed in the podcast include:

whether generative AI threatens contact center jobs
where contact centers fit in overall IT spending
the risks of using AI in customer service

Host: David Essex, Industry Editor, TechTarget

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