In 2023, customer service took a new direction with the rise of generative AI — “a type of artificial intelligence that can create new ideas and content , such as conversations, stories, images, videos, and music” — which, although still in its infancy, has already demonstrated its potential for software coding, audio transcription, and improving the performance of chatbots customer service .
According to Zendesk’s CX Trends 2024 report , “CX leaders understand that generative AI will become increasingly effective, and will soon be so embedded in the customer experience that support teams will work in ways that could only have been imagined a decade ago . In fact, 70% of them plan to integrate generative AI into many of their touchpoints within the next two years.
Stay tuned to learn about the types of artificial intelligence and their current applications, along with
the trends that will shape customer service in the
Types of Artificial Intelligence (AI) have diverse objectives that vary depending on the specific application context. They are: Artificial Narrow customer service Intelligence (ANI); Artificial General Intelligence; Super AI.
Consumers are increasingly demanding personalized experiences. They want businesses to understand them and offer interactions that feel honest, informed, and friendly. Examples of AI applications that achieve this goa c level executive list l include personalized recommendations, automated service with
it is still a theoretical concept that defines a type of AI capable of carrying out tasks in different contexts without opt-out link in email: how to create, importance, tips human training on the underlying models . This would enable this type of AI to perform any intellectual task in the same way as a human would.
Super AI
It refers to artificial superintelligence and is strictly theoretical. If it were to come to light, it could reason and make decisions in a way that is superior to human beings .
“Applications that possess Super AI capabilities will have evolved beyond the point of understanding human feelings and experiences to feeling emotions, having needs, and possessing beliefs and desires of their own,” according to IBM .
Discover 5 applications of Artificial Intelligence that will surprise you .
Artificial Intelligence systems are defined
as sets of algorithms and associated technologies created to simulate human behavior—thinking, learning, and decision-making. Some of the most widely used AI systems are:
Chatbots and virtual assistants: These use Natural Language Processing to provide automatic responses to users of a platform, for example.
Recommendation systems: these analyse user behaviour to offer products or content based on previous choices – this is how ao lists streaming platforms work, for example.
Voice or image recognition systems — such as Alexa, Siri, or technologies that recognize faces and objects.
According to CX Trends 2024, 51% of customers say they prefer to interact with bots over humans when seeking immediate service. This suggests customer service an urgency for businesses to incorporate or improve their customer service bots’ capabilities, especially when it comes to capturing and analyzing insights and intent.
In customer service, it refers to the use of robotic systems to interact with and assist users—answering questions, providing information, performing specific tasks, and improving the customer experience.