By BestMediaInfo Bureau

When I reflect on the evolution of my engagement with the topic at hand, I am reminded of the comments I made long ago, delving into the forecasted influence of AI on brands' online interactions with consumers. From those early days, when AI's applications were primarily algorithmic and confined to apps and tools only, we have traversed an impressive journey. Today, the landscape has undergone a remarkable transformation and the advent of generative AI has brought about profound changes across various facets of marketing. It's truly remarkable to observe the significant strides we've taken since those initial reflections on the potential of AI as of 2023.

Customer service expectations are at an all-time high now more than ever. Thanks to the internet, customers are far more aware and know their rights and remedies. Despite business leaders' belief that their efforts to enhance customer service are effective, reality often falls short.

If you are a business leader reading this, I urge you to go and test your customer service via social media or chat.

Brands know what customers expect but struggle to deliver support that matches the quality promised by their products. While marketing may help you sell your product once, a brand’s true worth is equally reflected in the service and experience it provides to customers during and after the purchase.

As we move from 2023 to 2024, the customer service sector is seeing a shift, largely fueled by artificial intelligence (AI). The modern consumer expects more than just high-quality products; they demand an equally superior service experience. This behaviour shift for many companies is revealing a critical gap between expectation and reality.

Leading this change are AI platforms like OpenAI's ChatGPT and Google Bard, which are innovating and reshaping the customer service landscape. Large Language Models (LLMs), the foundation of ChatGPT and similar text-based generative AI tools, empower these applications to produce responses in text and voice that are strikingly human-like. They can focus more on complex inquiries.

Read the full story https://bestmediainfo.com/2024/01/from-algorithms-to-empathy-how-ai-is-transforming-online-customer-service-and-experience