TECHNOLOGY
he world of customer service is being transformed by AI . Leading companies are increasingly turning to virtual assistants and conversational AI chatbots to improve the customer experience . These cutting-edge technologies , powered by large language models and generative AI ( Gen AI ), allow businesses to provide fast , personalised service at scale .
From retail to finance , travel to healthcare , virtual assistants are the new frontline brand representatives . Customers can open a chat window and have natural dialogues to get questions answered , receive recommendations , troubleshoot issues and complete tasks without waiting on long hold queues .
With advances in natural language AI , these assistants are becoming adept at handling complex queries and tasks that previously required human expertise – from data analysis to coding to writing . When combined with automation , companies can offload many routine workflows to AI , freeing employees for higher-value work .
Matthias Goehler , Chief Technology Officer of Zendesk in the EMEA region , understands the importance of implementing AI chatbots effectively . AI Magazine sat down with Matthias after the company ’ s flagship Relate conference to discuss the benefits – and challenges – of AI chatbot adoption .
152 July 2024