Trinus Corporation’s Post

Last year, Gartner had projected that organizations would replace between 20-30% of all their customer service agents due to the impact of generative AI. This was when GenAI was at the “Peak of Inflated Expectations” on Gartner’s own scale. So, it’s reasonable to assume that these expectations will be tempered as we go along. For now, it seems like GenAI will play the biggest role in creating self-help content and enabling chatbots. Those are extremely valuable activities, but in themselves, they are unlikely to replace the work of 1 in 3 customer service people. Especially because the nature of support these teams are being called upon to provide is also changing. Products are becoming more complex and involved as they digitize in small and big ways. The tools and apps that customers and employees have to use are also moving on that same path. The outcomes expected from the use of these tools are becoming more high-profile and there’s more riding on them. All that in an environment of accelerating timelines, increasing competition, and dwindling patience. To be honest, I don’t see any prospect of a reduction in the workload on the IT helpdesk and customer service center. If anything, these teams will welcome the support they can get from GenAI tools. #GenAI #GenerativeAI #CustomerService #ITHelpdesk

I've always felt that in an Enterprise/Vendor relationship, it's the customer that makes the difference between success and failure. I've been an Enterprise customer of software platforms and services. I know by experience that the amount of engagement, direction and support that I provided would dictate how good the outcome would be. I've also been on the Vendor side and it was often quite clear when a relationship was likely to go well or not. The engagement and understanding of the customer would be the one key factor. I recently read this article by CIO.com about the buzzwords of AI. https://lnkd.in/eJNhP9PZ Customers need to be well educated on what they're getting in to. Using Gartner's Hype Cycle language, there's disillusionment out there because, beyond the demos which don't always show where the skeletons will be, are setting unrealistic expectations of what can and can't be done. Spending time examining the challenges, the journey required to get to success and the limitations is essential. The new LLM models are amazing, but, like anything, they have problems to make them work within different contexts. #ai #llm #genai #cio

🚀 Unlock the power of Generative AI in your customer service with this 2023 Gartner® report - "Overcome 3 Pitfalls When Implementing GenAI in Customer Service".   🔍Analyst David Norrie shares critical insights to implement Generative AI GenAI successfully into your contact center. Plus, learn how to align GenAI with your goals, prioritize teams over tools, and combat bias effectively.   Unlock Key Insights:   -       Strategic GenAI Deployment: Align use cases with goals to avoid unnecessary initiatives. Learn to prioritize real challenges for optimal results. -       Prioritize People, Not Just Tools: Develop teams before in-house solutions. Fast-track with existing vendor solutions for quicker results. -       Combat Bias Effectively: Understand and mitigate bias in LLMs for responsible GenAI deployment. Define bias and implement rigorous measures.   Ready to revolutionize with GenAI? Download the Gartner complimentary Report today: https://hubs.la/Q02grp7Q0   #GenAI #Gartner #CX #Cognigy

🚀 Did you know? Gartner predicts a significant rise in automation rates for agent interactions by 2026. Virtual agents need robust support to optimize their engagements, and analytics-fused contact center solutions are the perfect ally! Here's why: 💡 Dynamic Decision Support: Agents receive relevant information and suggestions in real time, enhancing their support calls and reducing repetitive tasks. 🛠 Better Problem Resolution: Swiftly address customer issues, cutting resolution times, and elevating service quality. 📚 Continuous Learning: AI analytics provides constant insights for agents to improve metrics and expand their knowledge base, fostering self-service learning. Empower your agents with real-time guidance for unparalleled efficiency! #RealTimeGuidance #ContactCenterAI https://ow.ly/JBAK50REORY

🌐💻Hey LinkedIn fam! 👋 Exciting times ahead as we share key takeaways from our recent technology introduction at SACCC (Sliverlake Axis Customer Connect Conference) Langkawi, generously sponsored by IBM. 🌟 Today, let's delve into how Artificial Intelligence is reshaping the customer life cycle with four transformative pillars: 1️⃣ Self-Service Onboarding Assistant In a world where time is of the essence, AI's self-service onboarding assistant is a game-changer! 🤖💼 This intelligent assistant streamlines the onboarding process, providing a seamless experience for users. From account setup to personalized guidance, it empowers customers to effortlessly navigate and engage with our services. 2️⃣ Event Factory: Cross-Channel AI Customer Engagement Imagine a world where customer engagement is not just a strategy but an art form! 🎨🌐 Event Factory, powered by AI, takes customer engagement to new heights. It orchestrates personalized interactions across channels, ensuring a cohesive and delightful experience. This isn't just communication; it's a symphony of engagement tailored to individual preferences. 3️⃣ Video Support/KYC with Emotion AI Technology In the era of digital interactions, a personal touch goes a long way. 🤝📹 Our integration of video support and KYC with Emotion AI technology brings a human touch to virtual experiences. This isn't just about transactions; it's about understanding and responding to customer emotions, ensuring a more empathetic and authentic connection. 4️⃣ Data Insight with Generative AI Knowledge is power, and with Generative AI, we're unlocking unprecedented insights! 📊🧠 By harnessing the power of data insight, we're not just making informed decisions; we're shaping the future. This isn't just analytics; it's a dynamic understanding of customer behavior, preferences, and trends that propels us forward. 🌐 IBM-Sponsored Tech Introduction: Shaping Tomorrow, Today! A huge shoutout to IBM for championing innovation and supporting our foray into the AI landscape. 🙌✨ Their sponsorship has empowered us to bring cutting-edge solutions to you, our valued audience. Together, we're redefining what's possible in customer-centric technology. 🚀 Join the Conversation The SACCC (Sliverlake Axis Customer Connect Conference) Langkawi event was just the beginning! We're eager to hear your thoughts on how AI is impacting your customer life cycle. Have you experienced any breakthrough moments? Share your insights in the comments below! 💬🚀 #AI #CustomerExperience #Innovation #DigitalTransformation #IBM #SACCLangkawi #ArtificialIntelligence #LinkedInPost

📣 Unlock the power of Generative AI in customer service with this 2023 Gartner® report - "Overcome 3 Pitfalls When Implementing GenAI in Customer Service". Analyst David Norrie shares critical insights to implement Generative AI successfully into your contact center. Plus, learn how to align Gen AI with your goals, prioritize teams over tools, and combat bias effectively. Unlock Key Insights: 🚀 Strategic Gen AI Deployment: Align use cases with goals to avoid unnecessary initiatives. 🎯 Prioritize People, Not Just Tools: Develop teams before considering in-house solutions. 🛡️ Combat Bias Effectively: Understand and mitigate bias in LLMs for responsible GenAI deployment. Download your complimentary report now:https://hubs.la/Q02r2K-00 #GenAI #Gartner #CX #Cognigy

Very interesting article from Gartner with predictions for customer service and support. No doubt GenAI is transforming the way that people are looking at providing support and the imense potential it brings, it is also clear though that this is not a complete solution. Humans will, at least in the medium term, always be needed behind the scenes and as referenced here, there is presure to make sure that customers always have the option to speak to a real person. There is a lot of this that I agree with, certainly as more businesses roll out AI backed support we will see a range of good and bad implementations. Full article link in comments.

LivePerson Recognized in the Gartner® Hype Cycle™ for Customer Service and Support Technologies for Third Consecutive Year. Read the full story - https://lnkd.in/dW9849cq Alex Kroman #martech #martechedge #recognition #customerservice #support #technology #ai #conversationalai

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𝐘𝐨𝐮 𝐰𝐚𝐧𝐭 𝐲𝐨𝐮𝐫 𝐜𝐨𝐦𝐩𝐚𝐧𝐲 𝐭𝐨 𝐛𝐞 𝐰𝐢𝐭𝐡𝐢𝐧 𝐭𝐡𝐞 𝐟𝐢𝐫𝐬𝐭 𝐨𝐧𝐞𝐬, 𝐥𝐞𝐚𝐝𝐢𝐧𝐠 𝐭𝐡𝐞 𝐀𝐈 𝐑𝐞𝐯𝐨𝐥𝐮𝐭𝐢𝐨𝐧? Put AI to work with IBM newly launched 𝒘𝒂𝒕𝒔𝒐𝒏𝒙, to scale and accelerate the impact of AI for your business with trusted data, to generate text content for a specific purpose or to sort customer inquiries, threat and vulnerability classification, sentiment analysis, customer segmentation, etc. Let’s talk about it! 𝑷𝒍𝒆𝒂𝒔𝒆 𝒄𝒐𝒏𝒕𝒂𝒄𝒕 𝒎𝒆 𝒊𝒇 𝒚𝒐𝒖𝒓 𝒄𝒐𝒎𝒑𝒂𝒏𝒚 𝒐𝒓 𝒚𝒐𝒖𝒓 𝒐𝒓𝒈𝒂𝒏𝒊𝒛𝒂𝒕𝒊𝒐𝒏 𝒊𝒔 𝒇𝒓𝒐𝒎 𝑩𝒖𝒍𝒈𝒂𝒓𝒊𝒂, 𝒂𝒏𝒅 𝒚𝒐𝒖 𝒘𝒐𝒖𝒍𝒅 𝒍𝒊𝒌𝒆 𝒕𝒐 𝒃𝒆𝒏𝒆𝒇𝒊𝒕 𝒐𝒇 𝒂 𝒇𝒓𝒆𝒆 𝒅𝒆𝒅𝒊𝒄𝒂𝒕𝒆𝒅 𝒘𝒐𝒓𝒌𝒔𝒉𝒐𝒑 𝒕𝒐 𝒑𝒓𝒆𝒔𝒆𝒏𝒕 𝒚𝒐𝒖 𝒂𝒍𝒍 𝒂𝒅𝒗𝒂𝒏𝒕𝒂𝒈𝒆𝒔 𝒕𝒉𝒂𝒕 𝑰𝑩𝑴 𝑫𝒂𝒕𝒂 & 𝑨𝑰 𝒂𝒏𝒅 𝑰𝑩𝑴 𝑨𝒖𝒕𝒐𝒎𝒂𝒕𝒊𝒐𝒏 𝒔𝒐𝒍𝒖𝒕𝒊𝒐𝒏𝒔 𝒄𝒂𝒏 𝒑𝒓𝒐𝒗𝒊𝒅𝒆 𝒇𝒐𝒓 𝒚𝒐𝒖𝒓 𝒃𝒖𝒔𝒊𝒏𝒆𝒔𝒔, 𝒂𝒕 𝒗𝒆𝒓𝒚 𝒂𝒇𝒇𝒐𝒓𝒅𝒂𝒃𝒍𝒆 𝒑𝒓𝒊𝒄𝒆𝒔.   #Bulgaria #IBM #DataAI #data #AI #digitaltransformation #trustworthyAI #Automation #BusinessAutomation #BusinessEfficiency