Jemima Sofahu

ARTIFICIAL INTELLIGENCE IN THE WORLD OF DCS (JEMIMA SOFAHU) 1 © 2024 Generation: You Employed, Inc. INTRODUCTION Artificial Intelligence (AI) uses machines to perform tasks that normally require human intelligence. In Digital Customer Service (DCS), AI helps automate responses, analyse data, and improve efficiency. AI is important because it provides faster support, reduces workload, and improves customer satisfaction. This project aims to explore how AI supports customer service tasks and impact on productivity, ethics, and customer experience. 2 © 2024 Generation: You Employed, Inc. CONTENT ● Identify tasks supported by AI in DCS ● Analyse the impact of AI on productivity and customer experience ● Evaluate ethical and responsible use of AI ● Highlight the importance of human involvement © 2024 Generation: You Employed, Inc. Identifying 5 Tasks and AI Tools Tasks AI Tool Customer Inquiry Responses Zendesk AI Summarizing Customer Feedback Chat GPT Ticket Prioritization Freshdesk Email Drafting Copilot Call Transcription Otter.ai © 2024 Generation: You Employed, Inc. 4 Task 1: CUSTOMER INQUIRY RESPONSES ● Automates repetitive responses, reducing handling time. ● Provides instant replies, improving response speed (24/7 support). ● Assists agents with suggested answers, increasing accuracy. ● Enables handling of high volumes of inquiries simultaneously IMPACT ON CUSTOMER EXPERIENCE Positive: Faster response time, consistency and accuracy. Negative: Lacks emotional intelligence and can misunderstand complex issues. © 2024 Generation: You Employed, Inc. 5 Task 1: CUSTOMER INQUIRY RESPONSES SITUATIONAL CONTEXT You are a DCS Agent at DSTV Ghana. A customer reaches out via live chat, asking why they were charged for a premium subscription they thought was cancelled. The AI tool will draft a response for the customer and suggest possible solutions to help resolve the issue. However, it is necessary to include the human component to review and validate AIgenerated responses, provide empathy, and build trust and personal connection with customers. 6 © 2024 Generation: You Employed, Inc. Task 1: CUSTOMER INQUIRY RESPONSES AI TOOL Zendesk AI WHY ZENDESK AI? ● Speed and efficiency: Generates quick response suggestions, reducing customer wait time. ● Consistency: Ensures responses follow company tone and guidelines AI vs HUMAN TOUCH ● AI handles speed, data, and accuracy while the human agent handles empathy, judgement and relationship building. 7 © 2024 Generation: You Employed, Inc. Task 1: CUSTOMER INQUIRY RESPONSES RESPONSIBLE USE OF AI ● Use simple and honest language to avoid misleading customers. ● Avoid assumptions about customers based on language, location, or behaviour. ● Comply with data protection laws ● Limit AI access to only necessary data ● Check for accuracy of information ● Check for appropriate tone and empathy © 2024 Generation: You Employed, Inc. 8 Task 1: CUSTOMER INQUIRY RESPONSES CHALLENGES (How it was managed) ● Errors (correct any inaccurate information) ● Lack of empathy (Adjust tone to sound more natural) INSIGHT ● Zendesk AI improves speed and efficiency, but customer satisfaction depends on balancing AI with human support STRATEGIES ● Learn the AI capabilities ● Continuously review and improve output ● Set clear guidelines and boundaries © 2024 Generation: You Employed, Inc. 9 Task 2: SUMMARIZING CUSTOMER FEEDBACK ● Processes large volumes of customer feedback quickly. ● Reduces manual effort and saves time. ● Identifies patterns, trends, and key themes instantly. ● Improves consistency in summaries. IMPACT ON CUSTOMER EXPERIENCE Positive: Faster response times, more consistent and accurate insights. Negative: May miss emotional tone/context, risk of oversimplified or inaccurate summaries. 10 © 2024 Generation: You Employed, Inc. Task 2:SUMMARIZING CUSTOMER FEEDBACK SITUATIONAL CONTEXT You are a DCS Agent at a tech company that offers a mobile app for online shopping. After a recent app update, multiple customers submit feedback via email, chat, and app reviews about new features and issues, including login problems, slow loading times, and difficulty navigating the checkout process. AI analyses all the feedbacks from different sources and identifies common trends, complaints, and suggestions 11 © 2024 Generation: You Employed, Inc. Task 2: SUMMARIZING CUSTOMER FEEDBACK AI TOOL ChatGPT WHY ChatGPT? ● Identifies key issues quickly, provides structured summaries and ensures consistency. ● Makes the process faster, clearer, and more efficient. AI vs HUMAN TOUCH Human review is essential to ensure that important feedback is not overlooked and summary accurately reflects the customer's message.. 12 © 2024 Generation: You Employed, Inc. Task 2: SUMMARIZING CUSTOMER FEEDBACK RESPONSIBLE USE OF AI ● Customers are informed that ChatGPT is used and that outputs are reviewed by a human. ● AI summaries are checked against the original feedback to ensure fairness and neutrality ● All feedback is handled in line with data protection laws and company policies. ● Sensitive customer information is not entered into the AI system and access is restricted. ● AI summaries are reviewed for accuracy, relevance, and completeness before use. © 2024 Generation: You Employed, Inc. 13 Task 2: SUMMARIZING CUSTOMER FEEDBACK CHALLENGES ● Sometimes AI summaries are too short and leave out important details. This was resolved by prompting the AI to include the main issue, supporting details, and suggested improvements. INSIGHT ● AI helps companies quickly identify patterns in customer complaints and suggestions, allowing businesses to improve products and services more efficiently. STRATEGIES ● Start with clear prompts ● Monitor accuracy and bias ● Maintain data privacy © 2024 Generation: You Employed, Inc. 14 Jemima’s link : Recap: Room 4 07 April | Meeting | Microsoft Teams © 2024 Generation: You Employed, Inc. Thank You 16