麻省理工学院技术评论见解：通过生成式人工智能实现以人为本的支持

Enabling human-centric supportwith generative AI Produced in association with Key takeaways t’s a stormy holiday weekend, and you’ve justreceived the last notification you want in the busiesttravel week of the year: The first leg of your flight issignificantly delayed.I attention to the technology’sstrengths and limitations. Generative AI can enhance customerand employee experience by automatingthe handling of routine and repetitive You might expect this means you’ll be sitting on holdwith airline customer service for half an hour. But thistime, the process looks a little different: You have a brieftext exchange with the airline’s AI chatbot, which quicklyassesses your situation and places you in a priority Workflows that integrate automation andthe emotional intelligence of customer Generative AI is becoming a key component of businessoperations and customer service interactions today.According toSalesforce research, three out of fiveworkers (61%) either currently use or plan to use Generative AI enables people and increases efficienciesin business operations, but using it to empower employeeswill make all the difference. Its full business value will onlybe achieved when it is used thoughtfully to blend with Though the technology is still nascent, manygenerative AI use cases are starting to emerge.In sales and marketing, generative AI can assistwith creating targeted ad content, identifying leads, But the technology isn’t a complete solution—or areplacement for human workers. Sixty percent ofthe surveyed employees believe that human oversight Generative AI enables peopleand increases efficiencies inbusiness operations, but using it customer-facing chatbots, like the one that triages yoururgent message to your airline, but it can also empoweragents behind the scenes, providing context, possible HŽ, and finance, generative AI can improve help-deskservices, simplify recruitment processes, generate One of AI’s great benefits for employees is its ability totake over mundane, rote, and time-consuming tasks.“Anything that’s repetitive and low-level can be offloadedto AI,” says Ramandeep Randhawa, professor of data While chatbots aren’t new, the public release ofgenerative AI technology over the past year meansthey’ve improved in a short time. “Chatbots were aroundbefore, but generative AI has further increased their When it comes to customer experience, generative AIoffers capabilities including language translation, textclassification, and summarization—all of which can beused to help deliver highly tailored, contextually aware “There is not a single industry untouched by generativeAI,” adds Gupta. “I see the potential in day-to-day work Generative AI augmentshuman connections standardize service,” explains Randhawa.“This can be frustrating when everybodysays the same thing.” AI tools for voiceanalytics would allow customer support In this new era, delivering exceptionalservice requires more than just agents—it calls for emotionally intelligent expertsexample of a task a sophisticated AIcould handle solo: A banking customerinitiates a chat with an AI bot that asks By understanding customer needs on adeeper level and leveraging innovativetools, these professionals can go beyondresolving issues to build trust, fostermeaningful connections, and strengthenrelationships for the long term.first-ever late fee, and credits the amountback to the customer’s account instantly.When conversations do need totransition to a person, the AI can helpby supplying relevant customer data Customer support teams can also usegenerative AI tools to access companyknowledge bases in a more intuitiveway— instead of having to flip througha 100-page procedure manual whilecross-referencing three differentspreadsheets, they can type a simple Working together, generative AI andcustomer support agents can create acomprehensive customer experience,meeting the demands of clients whilecultivating stronger relationships. Inan ideal partnership, the AI easilydispatches simple and repetitive work,while also providing background supportto experts handling more complex cases.Ramandeep Randhawa, professor ofdata sciences and operations at USCMarshall School of Business, gives thisfar. That AI-provided conversationsummary and interaction history enablesa customer support agent to take overthe call seamlessly, without requiringthe customer to explain their situationall over again.Generative AI can also enablemultilingual customer support and assistinteraction experts by providing toolsfor creating conversation summariesat the end of calls. “A lot of customerinteractions are done off of scripts to where each and every employee in any organization,in any industry, can use these tools to increase the Workers’ perceptionsof generative AI Challenges of generative AI Many employees are eager to use generative AI… The transformative power of generative AI isundeniable. Yet, like any technology in its relativeinfancy, it’s not without