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How is AI transforming Customer Service in Logistics? As customer expectations continue to evolve, logistics companies are increasingly turning to AI to enhance their customer service capabilities. From chatbots to AI-driven support systems, the integration of artificial intelligence is proving to be a game-changer. AI-powered chatbots can handle inquiries around the clock, providing instant responses and reducing wait times and increasing the accuracy of information provided to customers, minimizing human error. UPS turned to generative AI to streamline our customer service operations in 2023. For UPS, it's not only a winner for the customer center agents and our customers, but also something we plan to start using in more business processes. How is your organization leveraging AI to improve customer interactions and satisfaction? Following, a quick read about UPS Message Response Automation (MeRA) #logistics #CX #AI #Customerexperience #UPS

Friday thought provoker ..... Are chatbots going to be obsolete soon? Yesterday I had the chance to catch up with industry colleague Brad Shaw of livepro. We were discussing how knowledge management systems are a key enabler of high quality AI outputs ..... I wont bore you with the detail. Brad then uttered some profound words "Mark this down, chatbots are the fax machines of tomorrow" ..... and I have to agree. It got me thinking. Today, we are all 'placing' a chatbot on our webpage in case people need more information/assistance. Is this because the design creates the best customer experience? NO! More likely this is because the marketing department own the website full of static information and they 'allow' the CX team (begrudgingly) to put a bot there. What if ..... the entire website was dynamically rendered based upon what the customer was trying to achieve with content coming from a knowledge management system (not a content management system) ?? Can you imagine a single page website that was individually curated to what the customer wanted to know/do? Almost like the entire website was one overgrown ...... well, chatbot really. Picture it .... there is no delineation between the marketing, sales and service elements of the website. Every interaction is about providing each customer or prospect with their own personalised experience. Want to explore more ideas around AI adoption? Message me and let's chat! https://simonkriss.ai

𝗧𝗵𝗲 𝗧𝗿𝘂𝘁𝗵 𝗔𝗯𝗼𝘂𝘁 𝗔𝗜 𝗖𝗵𝗮𝘁𝗯𝗼𝘁𝘀 Chatbots have emerged as a popular tool for businesses seeking to enhance customer service and engagement. However, as with any technology, the integration of AI chatbots comes with its own set of challenges and risks. One of the most pressing concerns is the potential for chatbots to provide inaccurate information, which can have significant implications for businesses. AI chatbots are designed to simulate human conversation and provide instant responses to customer inquiries. They offer a range of benefits, including 24/7 availability, instant customer support, and the ability to handle a large volume of inquiries simultaneously. However, these advantages come with a caveat: the risk of misinformation. A recent incident involving Air Canada highlights the potential pitfalls of deploying AI chatbots without proper oversight. In this case, a chatbot provided incorrect information about a specific policy, leading to customer confusion and potential liability issues for the company. This incident underscores the importance of ensuring that AI chatbots are properly configured and monitored to prevent such occurrences. When a chatbot disseminates false information, the question of liability arises. Here are some best practices to consider when deploying an AI chatbot: 1. Configure Chatbots to Limit Sensitive Information 2. Regularly Monitor and Update Chatbot Responses 3. Implement Fail-Safe Mechanisms For businesses considering the integration of AI chatbots, it's crucial to engage with experts who can guide them through the process and ensure a successful deployment. If you're interested in exploring the possibilities of AI chatbots for your business, consider reaching out to me and I can provide tailored solutions and support. #AIChatbots #AIForBusiness

🚀 8 Steps to Build a Customer Support Chatbot with GenAI and Human Agent in the loop This is a flow I designed for a customer support chatbot for a client: 1. Seed the Flow with tone, style, and policy to align with your brand's voice. #GenAI #AIChatbot #CustomerSupport #Innovation #AI 2. LangChain for Orchestration Use LangChain to manage conversation flow, deciding on the next action based on context, and seamlessly integrating various data sources. 3. Knowledge Integration Incorporate SQL and Vector databases to store and retrieve relevant information quickly, ensuring accurate responses to customer queries. 4. Prompt Engineering Provide few-shot examples and adjust prompts based on the conversation stage, using human-in-the-loop to fine-tune the chatbot’s responses. 5. Generate AI Response Utilizing a Large Language Model (LLM) and Knowledge Integration to generate human-like responses, offering detailed and relevant answers to customer inquiries. Human Agent sees this proposed response. 6. Customer Interaction Human agent based on the proposed AI response provides reply to the customer. 7. Conversation Stage Analyzer Customer can send new messages. Analyze the stage of the conversation to adjust LLM responses accordingly, ensuring smooth and contextually appropriate interactions. 8. Loop and Continuous Improvement Implement a feedback loop where human agent replies are processed, analyzed and compared to refine future interactions, enhancing the chatbot's performance over time. I hope you've found this thread helpful. Follow me, Panche I., for more GenAI insights!

In my Threado AI discovery calls with CX leaders many weren't sure how to practically and reliably implement AI to improve customer support and engagement in their company. Wrote this article demystifying the implementation of AI based on my first-hand experience of successfully onboarding customers like MoEngage Capillary Technologies Sendlane etc. https://lnkd.in/gZUUB3BB Below are the key steps explained in depth in the article, - Data security review - Custom knowledge training - AI quality testing - Deploying AI to your team and customers - Continuos monitoring - Evaluate Impact Happy to chat with anyone who wants to know more.

The 𝗳𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝗔𝗜 𝗶𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 is shaping up to be quite transformative, with several key technologies poised to revolutionize how customer support is delivered and experienced. Here are some insights based on recent data and expert analysis: 𝗚𝗲𝗻𝗲𝗿𝗮𝘁𝗶𝘃𝗲 𝗔𝗜: Gartner predicts that by 2025, a significant majority of customer service organizations will use generative AI for agent productivity and enhancing customer experiences. This technology is poised to play a key role in content creation and automating tasks . 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗔𝗜 𝗕𝗼𝘁𝘀: CX Today discusses the evolution of conversational AI bots, which are expected to offer a more natural and human-like interaction for customers, particularly for self-service tools and collecting valuable customer sentiment data. 𝗔𝗜-𝗕𝗮𝘀𝗲𝗱 𝗦𝗲𝗻𝘁𝗶𝗺𝗲𝗻𝘁 𝗔𝗻𝗮𝗹𝘆𝘀𝗶𝘀: According to IDC, by 2023, a quarter of global banks will employ AI-based sentiment analysis to enhance the customer experience, reflecting a broader trend towards emotion AI that can understand and react to customer sentiment . 𝗚𝗲𝗻𝗲𝗿𝗮𝘁𝗶𝘃𝗲 𝗔𝗜 𝗶𝗻 𝘁𝗵𝗲 𝗪𝗼𝗿𝗸𝗽𝗹𝗮𝗰𝗲: Salesforce highlights the broad impact of generative AI in transforming the workplace. By 2024, businesses are anticipated to adopt generative AI more comprehensively to harness its potential in value creation. 𝗔𝗜-𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗮𝗻𝗱 𝗦𝗲𝗿𝘃𝗶𝗰𝗲: IBM outlines a future where AI enhances customer service by providing personalized training and support. AI-driven insights from customer data will also be critical in making smarter business decisions and improving customer satisfaction. These advances aim to not only streamline processes but also deepen customer relationships and drive business growth. #AI #numr #CX

🚀 𝗧𝗵𝗲 𝗖𝗵𝗮𝘁𝗯𝗼𝘁 𝗥𝗲𝘃𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: 𝗔𝗿𝗲 𝗪𝗲 𝗥𝗲𝗮𝗱𝘆 𝘁𝗼 𝗘𝗺𝗯𝗿𝗮𝗰𝗲 𝗜𝘁 𝗙𝘂𝗹𝗹𝘆? In recent years, chatbots have taken the customer support industry by storm. These AI-driven tools promise efficiency, cost savings, and round-the-clock availability. 𝗧𝗵𝗲 𝗕𝗲𝗻𝗲𝗳𝗶𝘁𝘀 𝗼𝗳 𝗖𝗵𝗮𝘁𝗯𝗼𝘁𝘀: 💸 𝗖𝗼𝘀𝘁 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆: Implementing chatbots can significantly reduce operational costs. Juniper Research estimates that by 2023, chatbots will save businesses over $11 billion annually across sectors like banking, healthcare, and retail 🚄 𝗤𝘂𝗶𝗰𝗸 𝗥𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗳𝗼𝗿 𝗦𝗶𝗺𝗽𝗹𝗲 𝗤𝘂𝗲𝗿𝗶𝗲𝘀: For routine inquiries, chatbots can provide instant responses, reducing wait times and freeing up human agents to handle more complex issues. IBM found that chatbots can answer up to 80% of routine questions, allowing human agents to focus on more critical tasks IBM Report. 𝗧𝗵𝗲 𝗗𝗿𝗮𝘄𝗯𝗮𝗰𝗸𝘀: 🤠 𝗟𝗮𝗰𝗸 𝗼𝗳 𝗘𝗺𝗼𝘁𝗶𝗼𝗻𝗮𝗹 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲: While chatbots are great for handling straightforward tasks, they lack the empathy and nuanced understanding that human agents provide. A study by Pew Research revealed that 70% of respondents prefer interacting with a human rather than a chatbot for complex inquiries Pew Research. 🤓 𝗟𝗶𝗺𝗶𝘁𝗲𝗱 𝗨𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴: Despite advances in AI, chatbots can struggle with context, leading to misunderstandings and frustration for customers. Forrester found that 54% of customers reported dissatisfaction with chatbot interactions, citing inaccurate or incomplete responses Forrester Report. 💅 𝗧𝗵𝗲 𝗛𝘂𝗺𝗮𝗻 𝗧𝗼𝘂𝗰𝗵: At the end of the day, customer service is about connection. Human agents can build rapport, understand the subtleties of a customer's tone, and provide personalized experiences that chatbots simply can't replicate. While chatbots undoubtedly offer valuable advantages, particularly in terms of efficiency and cost savings, they work best when integrated as part of a broader customer support strategy that includes human agents. By combining the speed and availability of chatbots with the empathy and expertise of human agents, businesses can offer a seamless, comprehensive customer experience. At SupportLabs, we believe in the power of human connection. While technology has its place, it’s the human touch that truly sets your brand apart. How is your organization approaching chatbots and AI? #CustomerSupport #Chatbots #Outsourcing #CustomerExperience #AI #supportlabs

🚀 Unlock the Power of Stip AI's Advanced AI Models for Exceptional Customer Service! 🤖 At Stip AI, we are transforming customer service with our cutting-edge AI models. These powerful tools are designed to streamline operations, enhance efficiency, and provide unparalleled support. Here are some of the standout features of our AI models: 🗂️ Automatic Archiving Stip AI automatically identifies and instantly archives spam and irrelevant content that doesn't require processing. This ensures that your customer service team only deals with relevant issues, saving time and effort. 🔍 Ticket Similarities Stip AI shows operators similar tickets stored in the archive, allowing them to see how similar cases have been resolved. With just one click, they can copy one or all management activities, speeding up the resolution process. ✉️ Generative Response Suggestion Stip AI scans all tickets, gathers information from internal documents and similar cases, and creates ready-to-use responses for operators. This significantly reduces management time and improves response accuracy. 📊 Information Gathering Stip AI actively interacts with customers across any channel, autonomously gathering all necessary information and data to address their inquiries. This ensures that your team has all the information they need to provide effective solutions. 📂 Info Retrieval Stip AI automatically and instantly scans any company document, product sheet, internal procedures file, and more. This enables operators to quickly and easily access the information they need, improving efficiency and customer satisfaction. 🗃️ Categorization by Triplets Stip AI categorizes incoming requests using a customized model based on your company's needs. This includes categorization by customer request, documents, information in the CRM, sender, recipient, and more, ensuring precise and efficient handling of inquiries. Stip AI is committed to helping businesses deliver exceptional customer experiences through intelligent automation and data-driven insights. Want to learn more? Visit our AI feature page: https://stip.ai/en/ai/ Join us in revolutionizing customer service! 🌟 #AI #CustomerService #Innovation #StipAI #Automation #GenerativeAI #InformationRetrieval #Categorization #TechSolutions

📱 Free AI Customer Service Setup: A Step-by-Step Guide Let's start putting what we have learned to action. Here's your complete guide to setting up a professional customer service system using free AI tools. Step 1: Template Creation 📝 Open ChatGPT (free version) Use this master prompt: "Create a customer service response template for [situation] that: Maintains a [tone] voice Includes acknowledgment of issue Provides clear solution steps Ends with follow-up information" Real example: "Create a response template for a delayed order that's warm, professional, acknowledges customer frustration, and maintains trust while explaining shipping delays." Step 2: Organization System 🗂️ Create templates for: Order issues Product questions Shipping updates Returns/refunds General inquiries Step 3: Personalization Framework 🎯 Add customization points for: Customer name Order details Specific situation Follow-up steps Pro Tip: Save your best templates in a shared document for easy team access! 🔍 Quality Control: Review AI responses before sending Customize for each situation Keep brand voice consistent Track customer satisfaction 💡 Want more details on how to set this up? Check out the full article here: https://buff.ly/4fgbgSW #CustomerService #AITools #SmallBusiness #BusinessTips #InvestInYourself101

𝗔𝗜 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗳𝗼𝗿 𝗘𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀? 𝗡𝗼𝘁 𝗼𝗻 𝗢𝘂𝗿 𝗪𝗮𝘁𝗰𝗵! (Full article in comments) Imagine calling your favorite pizza place, craving that perfect slice, only to be greeted by a robot that can't understand your request for extra cheese. Frustrating, right? Well, that's how many consumers feel about AI in customer service. A recent survey by Gartner revealed that 64% of people prefer companies not to use AI for customer service. The main concerns? Difficulty reaching a human, job displacement, and potential for incorrect answers. In fact, 53% of customers would consider switching to a competitor if they found out a company was using AI for customer service. At T-Mobile, we get it. That's why our enterprise customers enjoy a different approach: 𝟭. Dedicated Expert: You get a real human expert assigned to your account. No more "press 1 for sales, 2 for support" maze! 𝟮. Direct Line: Need help? Call your expert directly. It's like having a hotline to your own personal T-Mobile superhero. 𝟯. Proactive Support: We don't wait for problems to arise. Your expert checks in regularly, ensuring your business stays connected and thriving. 𝟰. Customized Solutions: One-size-fits-all? Not here. We tailor our services to your unique business needs. 𝟱. Human Touch: Complex issues require nuanced understanding and empathy - something AI just can't replicate (yet). While AI has its place, at T-Mobile, we believe in the power of human connection. After all, would you trust a chatbot to understand the intricacies of your business? We didn't think so. Let's keep customer service personal, shall we? #🅲🆄🆂🆃🅾🅼🅴🆁🆂🅴🆁🆅🅸🅲🅴🅴🆇🅲🅴🅻🅻🅴🅽🅲🅴 #🅷🆄🅼🅰🅽🅵🅸🆁🆂🆃 #🆃🅼🅾🅱🅸🅻🅴🅴🅽🆃🅴🆁🅿🆁🅸🆂🅴 #🅱🆄🆂🅸🅽🅴🆂🆂🆂🅾🅻🆄🆃🅸🅾🅽🆂 #🅰🅸