Revolutionizing customer support with GenAI models built for CX

The fusion of human ingenuity and artificial intelligence (AI) for customer support is no longer a concept of the future — it’s an innovation that’s redefining the world of customer experience today.

Person typing on laptop and interacting with AI for customer service

Published ·May 20, 2024

Reading time·4 min

The opportunities offered by generative AI for contact center customer support are constantly evolving. As GenAI and large language models (LLM) propel artificial intelligence into a new era, they prompt organizations to quickly develop tools that could dramatically enhance customer interactions.

In the customer-focused field of CX, Foundever™ has found practical applications across the range of human-GenAI collaboration. These roughly fall into two GenAI models — the partially automated copilot model and the fully automated AI agent model.

What is the Foundever™ copilot GenAI model for CX?

The copilot GenAI model is designed to arm customer support teams with generative AI tools that serve as assistants, or copilots. This transformative approach not only enhances productivity, accuracy and overall performance for agents, but it also redefines customer experience in the digital age.

The copilot model equips CX teams with generative AI tools that provide proactive insights and recommendations, automate repetitive tasks and simplify interactions across various platforms. By augmenting human agents with these advanced tools, the model extends the effectiveness and capacity of teams, empowering them to deliver remarkable customer service.

Augmenting and assisting agents

The integration of GenAI into customer support goes beyond task automation. It provides agents with invaluable insights and suggestions, enhancing their ability to understand and address customer needs effectively. This collaboration allows agents to focus on what matters most: building meaningful connections with customers. By ensuring that human conversation is directed where it’s most impactful, GenAI tools elevate the quality of customer interactions to unprecedented levels.

Automating repetitive tasks

A significant portion of an agent’s workload involves repetitive tasks that, while necessary, do not contribute to customer satisfaction directly. The copilot GenAI model addresses this challenge head-on by automating these tasks. From handling routine inquiries to managing standard operational procedures, GenAI frees up human agents to concentrate on complex, value-added activities. This not only boosts productivity but also improves job satisfaction among customer support teams.

What is the Foundever™ fully automated AI model for CX?

While the copilot GenAI model focuses on enhancing human capabilities, the fully automated AI model delivers scalable conversational support with minimal human supervision. It represents the pinnacle of AI’s integration into customer support, where AI completes the tasks of an agent, either partially or fully automating the conversation.

The role of human agents in an AI-driven world

With the fully automated AI model, human agents transition into pivotal roles as AI supervisors and trainers. This shift ensures that the AI systems operate with consistency and are continuously improved based on real-world interactions. By overseeing AI operations, human agents ensure that the technology aligns with the company’s customer service standards. This mutual relationship between human supervisors and AI systems enables a seamless, efficient and highly effective customer support ecosystem.

The future of customer support

The integration of GenAI into customer support heralds in a new era of efficiency, personalization and scalability. By harnessing the power of AI, companies can use automation to quickly resolve issues, tailor their services to meet those needs and do so at a scale previously unimaginable. The copilot GenAI model and fully automated AI model represent more than technological advancements — they symbolize a fundamental shift in how businesses can approach customer service.

Automate CX conversations

GenAI-powered automation can elevate customer interactions with empathetic, engaging conversations, providing 24/7 support and quick issue resolution. This boosts efficiency and provides consistently reliable service to help meet customer needs.

Personalizing customer journeys

With GenAI, customer journeys can be personalized to an unprecedented degree. AI algorithms analyze customer data to personalize conversations, recommendations and solutions, making each customer feel uniquely valued.

Scaling multilingual support

Perhaps one of the most transformative aspects of GenAI in customer support is its multilingual scalability. Whether a business serves hundreds or millions of customers, GenAI models can automate languages and dialects, adapt and scale to meet the demand without compromising the quality of service. This scalability ensures that businesses can grow without the traditional limitations imposed by human resource and language constraints.

Charting the course ahead

The fusion of human insight and GenAI in customer support is the foundation for the future of customer service. Organizations that adopt the copilot GenAI model and fully automated AI model will find themselves well-equipped to meet the evolving needs of their customers, today and tomorrow. To learn more about human-GenAI collaboration, Foundever has partnered with ISG in a new whitepaper: “Navigating Disruption with Generative AI Strategies.” In it, we outline the strategic role of generative AI, how to use it to build a future-proof CX ecosystem and how to scale your strategies for long-term success.