Generative AI applications in customer service are growing strong, giving rise to ample excitement alongside some challenging questions. In such a rapidly changing market, how can contact centers keep up? Which use cases are AI appropriate? And how can companies make sure they're utilizing it in a way that's just right for them and their customers?
Sprinklr, a leader in Unified Customer Experience Management, harnesses the power of GenAI by integrating their own proprietary AI, built specifically for customer experience, with Google Cloud’s Vertex AI and OpenAI’s GPT models. This enables Sprinklr to redefine the customer experience for their enterprise clients; offering various capabilities tailored to different use cases and business phases.
In a recent interview with Aurélien Caye, Lead Solution Specialist at Sprinklr, we discussed the company's innovative efforts and the impact of GenAI on customer service in 2024.
The 3 Pillars of GenAI in Contact Centers
According to Caye, there are three important pillars to look at when it comes to the contact center and its AI applications.
The first pillar to consider, he suggests, is actually preempting the need for customer contact. Or, as he puts it, "The best service is when you don't need service," meaning that the primary objective is resolving issues before they arise.
"Here, GenAI plays a crucial role in analyzing vast amounts of contact center data to proactively identify root causes of issues," he explains.
By leveraging data analytics, businesses can pinpoint underlying issues and take proactive measures to address them, enhancing overall customer satisfaction.
Caye's second pillar is self-service.
"There are cases where we cannot prevent an issue before it happens, so our next priority would be trying to help the customer help themselves," he says.
In GenAI terms, this means working to make bots more human-like and efficient.
The third pillar is agent interactions – cases where a real human being is still required.
"Here, the main challenge is helping the agent be more efficient, have more context, and get better coaching, – all of which can be addressed and improved with GenAI," Caye notes.
AI Maturity and Sprinklr's Conversational AI+ Capability
One of the most significant additions to Sprinklr's AI strategy is its Conversational AI+ capability, launched in 2023. A dynamic capability introduced to amplify self-service functionalities, Conversational AI+ allows enterprises to tailor solutions to their business's AI maturity level.
"For companies in the primary stages of GenAI adoption, putting it directly in front of the end customers often sounds intimidating," Caye explains.