The article also highlights the role of Generative AI (GenAI) in improving customer service and tech support. It suggests that GenAI can handle routine inquiries, freeing up employees to deal with more complex cases. The author provides examples from his own company, where AI has doubled productivity and improved customer satisfaction. He concludes by suggesting that organizations should focus on creating a better environment for their staff through AI and automation, and shares three lessons learned: humanize your AI, break down workflows into individual tasks, and start with internal processes.
Key takeaways:
- AI and automation can be used to create a better work environment, freeing up employees from mundane tasks and allowing them to do more complex, meaningful and rewarding work.
- Generative AI (GenAI) can significantly improve customer service and tech support, handling routine inquiries while flagging more complex cases that require more time and attention.
- Automated GenAI tools can boost employee morale through a more satisfying job role and work environment, and also improve customer satisfaction scores.
- Organizations should involve employees in the AI process from start to finish, break down workflows and processes into individual tasks for AI automation, and begin with internal processes before tackling customer-facing AI efforts.