Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments

PUBLISHED: December 12, 2023

PAGES: 13 Pages

DELIVERY TIME: 1-2 business days

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Description

This IDC Perspective looks at the use of generative AI in customer care business process services. This includes an assessment of use cases/applications, perceived benefits from the agent and customer perspective, key decision makers in utilizing generative AI, and service provider investments."Applications of generative AI in customer care services will help address and alleviate the core challenges experienced by the contact center today - from high volume of inquiries, providing timely and accurate responses, consistency in service quality, language barriers and, most importantly, meeting customer expectations," says Ali Close, research manager of IDC's Intelligent Finance and Customer Care Business Process Services program.

Product Code: US50637424

Executive Snapshot

Situation Overview

Applications of Generative AI in Customer Service
How Buyers Want to Use Generative AI for Customer Service and Contact Center Operations
Expected Benefits and the Impact on Productivity
Decision Makers of Generative AI Technologies for the Customer Care Support
CX Service Provider Generative AI Use Cases
- Movate
  - Log Analyzer and Response Translator for Leading Endpoint Security OEM
  - Improvement of Incident Classification and Resolution for a Global Cybersecurity Leader
- TaskUs
  - GPT-Powered Chatbot and CX Process Improvement for a Fintech Company
  - GPT-Powered Writing Editor/Transformer for a Personal Assistant Company
- Teleperformance
  - GPT-Powered Knowledge Base for a Real Estate Firm
  - AI-Based Email Response Generation for an Automotive Company
- TELUS International
  - GenAI Jumpstart Initiative Is Leveraged to Build a GenAI-Powered Virtual Assistant for a Leading Bank
- Concentrix + Webhelp
  - GenAI for Use Case Summarization and Response Creation
  - Training
  - Knowledge Management
  - Quality Automation and Agent Assist