Report cover image

Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments

Publisher IDC
Published Dec 12, 2023
Length 13 Pages
SKU # IDC18382832

Description

Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments


This IDC Perspective looks at the use of generative AI in customer care business process services. This includes an assessment of use cases/applications, perceived benefits from the agent and customer perspective, key decision makers in utilizing generative AI, and service provider investments."Applications of generative AI in customer care services will help address and alleviate the core challenges experienced by the contact center today — from high volume of inquiries, providing timely and accurate responses, consistency in service quality, language barriers and, most importantly, meeting customer expectations," says Ali Close, research manager of IDC's Intelligent Finance and Customer Care Business Process Services program.

Please Note: Extended description available upon request.

Table of Contents

13 Pages
Executive Snapshot
Situation Overview
Applications of Generative AI in Customer Service
How Buyers Want to Use Generative AI for Customer Service and Contact Center Operations
Expected Benefits and the Impact on Productivity
Decision Makers of Generative AI Technologies for the Customer Care Support
CX Service Provider Generative AI Use Cases
Movate
Log Analyzer and Response Translator for Leading Endpoint Security OEM
Improvement of Incident Classification and Resolution for a Global Cybersecurity Leader
TaskUs
GPT-Powered Chatbot and CX Process Improvement for a Fintech Company
GPT-Powered Writing Editor/Transformer for a Personal Assistant Company
Teleperformance
GPT-Powered Knowledge Base for a Real Estate Firm
AI-Based Email Response Generation for an Automotive Company
TELUS International
GenAI Jumpstart Initiative Is Leveraged to Build a GenAI-Powered Virtual Assistant for a Leading Bank
Concentrix + Webhelp
GenAI for Use Case Summarization and Response Creation
Training
Knowledge Management
Quality Automation and Agent Assist
IDC's Point of View
Learn More
Related Research
Synopsis

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us