Leveraging GenAI in Customer Service to Improve Customer Experience and Reduce Operational Costs
summary
Claims include virtual agents and real-time agent assist cutting human-handled call cost from $5–6 to $2–3, handling a support volume that grows ~30–40% per year while agent churn runs 30–40% attrition. Solutions combine LLMs with RAG and fine-tuning, multimodal foundations, tool/function calling and post-call analytics that auto-summarize and auto-evaluate. A cited failure shows inappropriate prompts can shut a deployment, and latency targets for real-time assist sit under 60 seconds.
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chapters (11)
- 0:00GenAI in customer service
- 1:26Contact center challenges
- 4:37GenAI addresses challenges
- 6:23Virtual agents for self-service
- 7:28Real-time agent assist
- 8:10Post-call analytics automation
- 9:54Deep dive: virtual agents
- 13:27Multimodal models & LLM fine-tuning
- 15:30Agentic workflows & tool calling
- 16:56Building real-time agent assist
- 18:46Summary & Q&A
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