How does Generative AI meet the challenges of Customer Relations? 

22/05/2023

Generative AI, the new Eldorado of Customer Relations?

Artificial intelligence is gradually taking hold of customer relations strategies within companies. In the healthcare, retail and banking sectors, it speeds up sales processes, taking the load off your teams and identifying new marketing opportunities. It's an effective way of meeting current (and future) customer needs and transforming your brand image.

Among the most advanced devices available today, we're hearing a lot about Generative AI. But how does this technology work? For which applications? What are its advantages? Find out how Generative AI can revolutionize your customer relations.

 

What is Generative AI?

Generative AI took its first steps with Google in 2017. Based on large language models (LLMs), it represents a major advance in automatic content generation.

L'Generative AI is an algorithm capable of generating content: texts, images, music, videos, 3D models... from training data. This branch of artificial intelligence, combined with a machine learning system, makes it possible to explore new ideas while delivering consistent, realistic results. It offers an infinite number of possibilities for professionals, creators, researchers and consumers in a wide range of fields (marketing, customer relations, design, video games, research, etc.).

We also talk about large language models (LLMs), the best-known of which are ChatGPT, BART, LaMDA...

This booming technology has every chance of having a significant impact on tomorrow's business world. In Customer Relations, it's Generative AI that will keep us productive and innovative in the marketplace.

 

How does Generative AI work?

Globally speaking, Generative AI recovers manually-created data to create new content, and does so completely autonomously. Since the principle of artificial intelligence is to mimic the functioning of the human brain as closely as possible, Generative AI consists in understanding information and providing answers and solutions in line with the problems to be addressed. This is where machine learning, or even deep learning (a sub-category), comes in. This concept consists of learning from one's data history and perfecting oneself. It then provides predictions based on past examples. To achieve this, deep learning analyzes astronomical quantities of data at superhuman speed, and requires significant computing power.

Artificial intelligence can then be defined as capable of reproducing human reasoning, planning and creativity. Generative AI, on the other hand, is today mainly used in automatic languageprocessing (synthesis, translation, oral and written conversation...), as is the case at Zaion!

 

Generative AI for Customer Relations

It's proven: Generative AI and consultants are made for each other! For many companies, this new technology has already proved its worth.

 

Callbot processing of customer requests

In customer relations, the primary use of artificial intelligence is to ensure 100% service availability and to handle all customer queries. With a chatbot or callbot, your company can be reached 24/7. These technologies, based on conversational AI and machine learning, respond instantly to all calls and written requests. They are even capable of providing solutions to most problems, especially on simple, repetitive queries. All they need to do is connect to a customer database, which they enrich after each conversation. For complex requests, callbots and chatbots refer the caller to a human advisor. High-performance tools that will save your teams time!

 

ZAION Generative AI, a tool for Quality Monitoring, Customer Insights and Compliance Measurement

Do callbots and chatbots seem to be indispensable for boosting productivity? You haven't seen everything yet.

Our Voice Analytics solution, powered by conversational AI and voice analytics, transforms your conversations into actionable data.

 

Discover the main uses of our Generative AI:

      • Summarization: to summarize texts, books and documents in a single sentence. Zaion's algorithm can summarize a dialogue lasting more than 15 minutes;

      • Generative bots: like ChatGPT, to provide personalized, natural-language responses, without repetition or human intervention.

     

    Our Generative AI makes it easier for your advisors to go even further:

        • Quality Monitoring & Automated Quality Monitoring: conversation quality control

        • Agent scoring and coaching: the software evaluates your customer service performance and offers personalized coaching;

        • Compliance measurement: AI alerts you to escalating sales or regulatory non-compliance;

        • Customer insights: based on conversations, the tool analyzes trends and identifies business opportunities (product improvements, business rules, etc.).

       

      With Zaion's Generative AI solution, make full use of your voice data to boost your Customer Relations over the long term!

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