By Riz Karim, ECI Software – Artificial intelligence tools, such as ChatGPT and Gemini (previously Bard), are being used everywhere. While many companies are taking a low-risk approach and dipping their toes into the AI world, the consensus is that AI is and will continue to make a big splash in business as we know it.

As a customer experience specialist, I want to focus on how AI is affecting how companies service their customers. The impact of AI in customer service can already be seen in areas like request routing, prioritization, content creation, summarization, localization, sentiment analysis, chatbots, and more. Today, I want to focus on three of these areas that I see being the biggest game changers.

AI content creation for customer experience

When it comes to content creation within the customer experience world, AI models can help companies scan ticket repositories and documentation, identify top customer-impacting issues by volume/frequency/severity/etc., and create easy-to-use guides. These guides can be in the form of documentation, knowledge-based articles, and even professionally produced videos.

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