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The AI Revolution in Customer Service and Support

A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers

Ross Smith, Emily McKeon and Mayte Cubino

Pearson Education (USA), 2024

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Demand for quicker, more personalized customer service and support has never been greater. While technology has long shaped customer service and support, the artificial intelligence (AI) revolution is set to transform the entire industry, Microsoft’s Ross Smith, Emily McKeon, and Mayte Cubino Gonzalez argue. Their guide for service industry professionals unpacks how AI will reconfigure what customer service and support can do, and create more substantial connections between companies and their customers. They review everything from the applications organizations might use to the ethical issues they should consider.

Summary

AI is reshaping customer service and support.

Technological change often transforms industries, sometimes in dramatic ways. Consider, for example, how the invention of the steam engine and electricity changed how people worked, travelled, and more. Similarly, advances in artificial intelligence are transforming many industries today, including finance, health care, entertainment, manufacturing, and customer service and support.

In the current business environment, consumers don’t evaluate organizations solely on the products or services they offer, but also on the levels of customer service and support they provide. However, many longstanding customer service models are a poor fit for modern customers’ needs and demands. Just getting through to a customer service representative can be time-consuming, and actually obtaining the information you need can be even more frustrating.

Introducing AI into customer service and support can ameliorate these problems and create a more intimate, responsive relationship between a company and its customers. AI’s expansive processing power means it can provide help to customers...

About the Authors

Ross Smith is a Fellow of the Royal Society of the Arts and a worldwide support leader at Microsoft. Emily McKeon is a communication director at Microsoft, focused on global strategic business and executive communication designed to strengthen employee engagement and drive value for the Customer Service and Support business. Mayte Cubino Gonzalez is a director in the Modern Work Support Engineering organization at Microsoft.

The AI Revolution in Customer Service and Support

A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers

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AI is reshaping customer service and support.

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