Key Steps for Successfully Implementing AI in Customer Service
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Successfully implementing generative AI in customer service requires fixing legacy processes and optimizing data access and usage. Don't just overlay AI on bad processes.
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Educate customers to build trust in AI technology. Target groups less likely to adopt self-service. Bring customers into the process design.
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Clean up knowledge bases and customer data before adding AI. Rebuilding from scratch can be easier than fixing a mess.
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Design processes from the customer's perspective. Create cross-departmental teams to focus on customer needs.
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Take a long view but start with focused pilots. Concentrate on a few high-payoff AI use cases. Upskill staff for prompt design and data governance.