2 . Unlocking expert knowledge . As noted earlier , the best solutions often lie within the minds of seasoned experts . Vertical AI models tap into this wealth of knowledge , enabling companies to utilize the expertise of their employees effectively . Instead of relying solely on historical data or generic internet answers , service / contact center-focused AI harnesses real-world scenarios to provide accurate and contextually relevant solutions .
3 . Guiding effective problem-solving . Our 2024 Field Service Benchmark Report , which analyzed data from 145 service organizations , found that if every employee had the knowledge and skills to perform , like the top 20 % of the workforce , service costs would be reduced by as much as 22 %.
Diagnosing and solving complex issues often involves asking the right questions . AI built for service can guide technicians through a step-by-step process , leading them to the correct solution . This not only improves the quality of service but also streamlines the problem-solving process , making it cost-effective .
4 . Coordinating complex situations . Service involves multi-layered coordination between customers , support agents , field technicians , and various assets . Vertical AI models break down data silos , standardize metrics , and create models that drive actionable decisions , ensuring that the right resources are allocated to each situation .
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5 . Consistency and sustainability : Learnings from our report reveal that a smaller skills gap has a direct impact on an organization ’ s performance .
On average , top-performing organizations resolve issues in 2.4 days . In contrast , bottom-performing companies take four times longer to resolve issues and have approximately three times more visits per asset compared to their high-performing counterparts .
With the increasing complexity of machines and products , maintaining a consistent service standard becomes challenging . AI enables the sharing of expert knowledge , ensuring that both tenured technicians and new hires can make informed decisions efficiently .
As businesses embrace the transformative potential of Generative AI , customer service organizations stand on the brink of unprecedented advancement . The technology ' s prowess in delivering tailored , expert-driven solutions is poised to redefine customer interactions . Thus ushering in a new era of elevated customer satisfaction , enhanced brand loyalty , and resounding business success .
The integration of Generative AI promises to illuminate the path ahead , propelling customer service within the contact center and beyond into an era of unparalleled excellence .
Gartner predicts that by 2025 , 80 % of customer service and support organizations will be applying Generative AI technology in some form to improve agent productivity and CX .
According to the analyst firm ’ s research and insights , “ application leaders responsible for customer service should partner with customer service technology vendors to evaluate and adopt the generative AI product innovations that deliver the most value in the near term .”
GENERATIVE AI SUCCESS STORIES
Generative AI is no longer a technology that exists only on virtual paper and in marketing hype . It has become a real-world tool that is having strong positive results for those organizations that have implemented it . Here are two examples .
AI in Customer Service : Ricoh ' s Transformation
Ricoh , a prominent player in the global printing industry , faced a surge in churn rates and the pressing need for remote onboarding due to the COVID-19 pandemic .
Turning to AI for solutions , they embarked on a journey to redefine their customer service landscape in July 2021 . Through the strategic implementation of vertical AI solutions , Ricoh not only revolutionized its customer service but also achieved remarkable results .
• The challenge . Ricoh confronted the dual challenge of high churn rates and the necessity of remote onboarding caused by the pandemic ' s impact . These hurdles prompted a search for innovative solutions to enhance customer service and create a more streamlined and efficient process .
• The solution . With a commitment to elevate their customer service game , Ricoh turned to AI for answers . Leveraging AI solutions , they embarked on a transformative journey . By capturing and democratizing the expertise of their top technicians , they equipped their resolution agents with accurate information to tackle challenges effectively . The outcome was nothing short of remarkable .
• The transformation . Ricoh ' s dedication to innovation and excellence yielded tangible results . After integrating AI into their work processes , they achieved a notable 17 % increase in remote resolution rate . Furthermore , the deployment of AI led to reduced onboarding times and an outstanding 31 % boost in first call resolution ( FCR ) rates , solidifying their commitment to exceptional customer service .