CX Automation Platforms and the Impact of Generative AI

The tech world is changing fast, and generative AI is having a large impact on many different industries.

In addition, understanding your Customer Experience (CX) and how to automate it matters a lot now. It affects how loyal customers are and what they think of a brand.

This blog post explores how generative AI is changing the way businesses automate CX. It gives ideas and practical plans for companies that want to improve customer interactions.

What is Generative AI?

Generative AI is a type of artificial intelligence that creates new data or new content. Generative AI is different from traditional AI, which focuses on finding patterns in data. Generative AI models don't just analyze data; they also create new content that looks a lot like the original.

Many solutions have made generative AI systems. These systems can do things like write articles, make music, create pictures, and produce videos. This development has led to a whole new area of content made by generative AI.

Exploring Current CX Automation Platforms

A CX automation platform helps businesses improve their customer service. It automates regular tasks, freeing time for more meaningful customer interactions.

Today's technology is changing how customer service works, focusing on efficiency and the customer. These platforms have several key features, including:

Chatbots

Current chatbots usually use decision trees or keyword detection. This often leads to users not being happy. They respond to questions in a set way, which doesn't work well for complex issues.

Because of this, their responses can be ill-fitting, or they can be too inflexible for most customers. This makes people view chatbots negatively. The industry sorely needs chatbot systems that are more flexible and intelligent.

Self-Service Portals

Self-service portals in customer experience automation platforms let customers look up information on their own.

Self-service portals encourage customers find their own answers, but it doesn't fully automate customer service. They essentially off-load a lot of work onto the customer.

Effectiveness Tracking

CX automation platforms collect data from every customer interaction. This data helps improve service and increase satisfaction. The challenge is to analyze all this data well, needing advanced tools.

Focusing on tracking effectiveness can make CX teams overlook hard-to-measure aspects of CX.  For example, how empathetic were the agent's or chatbot's responses?

Integration with Existing Systems

Good integration with systems like CRM is important to CX automation. It helps provide efficient service across different platforms and agents.

But, integration across different systems isn't possible somtimes, either because of resource limitations or technical difficulties. This can make customer service and decision-making less effective.

Automated Workflows

CX automation platforms send customer questions to the right agent or team. This saves time at the start of the customer service process.

However, most of the customer interactions thereafter occur manually with an agent, limiting the impact of automated workflows.

How Generative AI Transforms CX Automation Platforms

Generative AI is changing how CX automation platforms work. It can handle a lot of information, understand complex questions, and give accurate, relevant answers. This leads to new and game-changing uses:

Generative AI Chatbot as Main Search Interface

Generative AI can replace search engine interfaces for knowledge bases. Generative AI automates searching through multiple documents and piecing together a relevant answer across documents.

This generative AI chatbot can face customers, internal employees, or both. A generative AI chatbot deployed in agent assist mode can propose drafts of answers to agents. Agents can then edit and personalize responses as needed.

Generative AI Chatbot for First-Line Customer Support

Especially when used in first line support, generative AI chatbots change CX automation.

Generative AI chatbots automatically understand complex customer questions and provide relevant and accurate answers. They also provide empathetic responses and links to helpful documents.

This makes customer interactions much more efficient and personal.

Enabling Self-Service Tasks

Generative AI bots connect smoothly with systems like order management, CRM, and tracking.

This lets customers do things like change payments, cancel or change orders, and ask about stock or back-order times. This further automates and improves the customer experience.

Personalizing Responses with CRM Integration

With CRM integration, generative AI chatbots can automatically give responses tailored to each customer's needs and likes. This offers a more personal and engaging experience.

Intelligent Escalation Protocols

Certain generative AI chatbots like Gleen AI can automatically escalate conversations to a live agent during work hours. It can also automatically escalate conversations to email support after hours.

This ensures customer escalation to the right channels and minimizes customer frustration.

Smart Ticket Routing

Generative AI chatbots can automate ticket routing based on the topic, language, and agent availability. An API tracks each agent's current wait time, ensuring tickets go to the right place.

Feedback Collection

Generative AI chatbots can automatically collect customer feedback on their AI chatbot interactions. This feedback is key to improving customer service strategies.

Here's a video of how admins can give feedback to Gleen AI to improve future responses:

Continuous Improvement of Responses

Based on customer feedback, generative AI systems keep getting better. They improve their responses and interactions to meet customer needs more effectively.

Voice Response Capabilities

Generative AI now also responds in voice, allowing more ways for users to communicate.

How Gleen AI is the Ideal Solution to Automate CX

Gleen AI is a top-notch generative AI chatbot for automating customer experience (CX).

Gleen AI features the following:

Rapid Deployment

You can set up Gleen AI it in just a few hours. Gleen AI can ingest knowledge from multiple sources, and you don't have to spend a lot of time preparing your knowledge.

No Custom or Fine-Tuned LLM Required

You don't need a custom or fine-tuned Large Language Models (LLMs) to benefit from Gleen AI. This makes it easy and user-friendly for businesses that don't have specialized generative AI technology.

No Machine Learning Expertise Required

Gleen AI requires no in-house machine learning personnel. Enterprises can take full advantage of generative AI without needing to hire machine learning experts.

Comprehensive Automation

The Gleen AI platform automates different parts of the customer experience.

It can handle customer questions and offer support in real time.

It also collects customer feedback and uses it.

Plus, it personalizes interactions using CRM integration.

Final Thoughts

Generative AI permanently changes CX Automation Platforms, bringing new advanced automation capabilities.

Gleen AI a generative AI chatbot solution that can radically transform CX automation. It works well for different needs because of its quick setup and wide-ranging automation.

Gleen AI fits smoothly with current systems and supports many languages. This makes it a good global choice for businesses looking to automate their CX worldwide

Get a demo of Gleen AI today, or create a generative AI chatbot for free with Gleen AI.