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Generative AI Knowledge Hub

Everything Generative AI for Customer Service.

Learn about the latest AI innovations and how to practically apply Generative AI to your support operations to improve business efficiency and radically cut CX costs.

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What can Gen AI do for your support operations?

By providing automated resolutions through Gen AI-powered self-service, you can reduce call volume and automate
incoming, repetitive inquiries and tasks – cutting up to 40% of CX costs.

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Increase CSAT

Offer 24/7 support and self-service on messaging channels. Seamlessly transfer between channels to deliver personalized customer journeys for true omnichannel experience.

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Streamline operations

Empower human agents with accurate, up-to-date responses and the ability to automate repetitive tasks – slashing handling times and improving agent productivity & onboarding

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Grow sales

Arm sales agents with AI-powered information at their fingertips and insights to improve conversion rates. Use AI-driven lead qualification and personalization to provide exceptional customer experiences.

See how generative AI can enhance efficiency and cut CX costs

Explore the recent generative AI trends and dive into practical use cases to enhance CX and drive growth.

The New Era of Generative AI Customer Service: Empowering Humans with Automation

The New Era of Generative AI Customer Service: Empowering Humans with Automation

Explore how embracing Generative AI can benefit customer service and support teams.

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Generative AI: Redefining the Equation of Volume-Cost in Customer Service

Redefining the Equation of Volume-Cost in Customer Service

Discover how Generative AI can streamline operations and cut CX costs.

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Generative AI for sales

Generative AI for Sales: 5 Practical Use Cases for Boosting Acquisition and How to Get Started

Read five sales automation use cases to implement now for instant revenue 

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All you need to know about GenAI, and more

Looking to utilize GenAI in your customer service but don’t know where to start? We got you covered.

What is Generative AI and how does it work?

Generative AI is a form of artificial intelligence that uses neural networks and large language models (LLM) to identify patterns in its training data and generate new content. Generative AI learns from historical data, understanding the context, language, and prompts, constantly evolving its capabilities and generated content.  

How is Generative AI used in customer service?

By integrating Generative AI capabilities into your customer service, you can automate routine tasks via self-service and generate tailored responses based on constantly updating knowledge. Additionally, generative AI can analyze customer sentiment and emotional nuances during conversations, and transfer the conversation to a human agent when needed.

How can I quickly get started with Generative AI?

Start by defining key objectives and defining how generative AI can help. Choose a customer communications platform that incorporates generative AI and is seamlessly integrated into your internal business and operational systems. Deploy gradually until achieving the desired results.

Does CommBox incorporate generative AI?

Yes. CommBox leverages generative AI within the platform, and it’s seamlessly integrated into your core business systems. CommBox Era AI – the conversational generative AI solution, enables you to launch generative AI bots in minutes, based on your existing knowledge base and website help center. .

Additionally, CommBox’s AI Agent Assist feature empowers agents with the most up-to-date information and standardized responses on-demand, as well as generative an automated conversation summary.

FAQs to get you in the KNOW

What is Generative AI and its purpose?

In general, AI technologies allow for the processing and training of very large amounts of data to create a new output of text, images, videos and more.

While basic AI systems can identify patterns to draw insights and predictions, Generative AI can actually create original, accurate and up-to-date content – and gets smarter as it works.

How is Gen AI used in customer service & support?

Advanced personalization, predictive analytics, and natural language processing empowers AI-powered customer service systems to deliver personalized support to customers through the use of autonomous agents. This reduces the need for a large customer support staff, as containment rates in contact centers soar and free up a significant amount of agent time to increase productivity.

GenAI also arms agents with tools to automate repetitive tasks and focus on more complex and value-added work, as well as provides agents with valuable insights and suggestions, improving their soft skills and overall performance. To summarize:

  • Employee/agent productivity, greatly reduces average handle times (AHT)
  • 24/7 self-service support with high quality, accurate responses increases efficiency and CSAT
  • Self-service containment rates through better automations reduces headcount and/or leverages headcount efficiently
What are some common use cases?

Launching AI bots that can handle end-to-end use cases including customer support inquiries, lead qualification, shopping assistant, promotional proactive campaigns, appointment scheduling and all other kinds of self-service on messaging.

Additionally, brands can reduce onboarding time by providing a standardized and efficient platform for training new agents. With the automation of routine tasks, new agents can quickly adapt and become productive members of your customer service team.

How does AI contribute to agent retention & efficiency?

By eliminating menial and repetitive tasks, agents can engage in more meaningful and challenging work where human touch is needed. This leads to higher job satisfaction and improved retention rates.

What are some “must-haves” for integrating with AI for CX?
  1. Integration that is seamless into all your internal business systems – like your CRM
  2. Security and compliance certifications to ensure data privacy concerns, algorithm biases
  3. Ability to keep human agents in the loop for effective human-AI collaboration
  4. Intuitive automation and bot-building capabilities so even business users can manage automations
  5. Customization capabilities to manage the AI scope of knowledge, bot and script flows and more to meet your unique business needs
CommBox Values The values that define us are creative innovation, making an impact, togetherness and customer centric.

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