Learn how to deploy custom models leading to a revolution in the world of customer service and support

Generative AI has made amazing advances in the last year, and customer service and support is one of the most important areas where this new technology can have an immediate impact. While the technology is not yet in a place where it will fully replace agents and support engineers, it can do wonders to dramatically improve customer experience while also contribute to the optimization of productivity in various ways. This book will help readers understand how and where to incorporate AI technology into the flow of the customer experience.

This book is designed for those who are pretty well versed in the customer service and support experience - they understand how service and support works, are familiar with call center operations, and ticketing, issue resolution, escalations, etc. In addition, they are hearing and seeing the growing buzz around AI and curious about how this might affect their business. The assumption is that the reader has little to no understanding of AI, large language models (LLMs), machine learning, predictive analytics, augmented reality, or any other evolving technology. This is a book to introduce how they can apply these new technologies in their business to drive greater customer experiences.

Written by AI and Customer Support experts at Microsoft, a leader in both fields

Written for a broad, non-technical audience of anyone involved in Customer Support

Assumes no previous experience with AI, LLMs, Machine Learning, or Data Scienc

Book Information
ISBN 9780138286507
Author Ross Smith
Format Paperback
Page Count 544
Imprint Pearson
Publisher Pearson Education (US)