Tech vendors are helping brands and retailers make customer service agents more efficient by using generative AI to auto-generate responses, translate requests and responses, and create response libraries for common requests. This leads to faster response and resolution times and more consistent service across the team.
This technology will become increasingly important as labor shortages and the rising volume of customer service requests from e-commerce push brands and retailers to improve customer satisfaction while keeping costs under control.
Forethought, for instance, offers tools to triage messages, route tickets, and predict user intent and sentiment. Its clients — which include companies like Instacart and Upwork — have seen customer support response times decrease by 77% on average.
Source: Forethought
Other vendors in this space include:
