How to use AI for customer support
Chatbots powered by generative AI present new opportunities to transform customer service interactions. Unlike rule-based chatbots of the past, generative models can have more natural, human-like conversations. With proper training data and prompt engineering, they can understand nuanced customer questions and provide helpful answers.
Here are some examples of how generative AI chatbots can be used for customer service:
- Answering common FAQs on a company website: The chatbot could field frequently asked questions about products, services, account access, shipping times, returns, and more. This deflects simple inquiries:
- Generative AI can parse questions expressed in many different ways and match them to the appropriate stored answer. It’s more flexible than a rigid bot that requires precise phrasing.
- The bot can be trained on past customer service transcripts to learn common question variations rather than manually encoding rules.
- For...
