Generative AI has shocked the world ever since its noticeable arrival in the form of ChatGPT, however, the technology continues to astound the world.
There is no denying that AI will continue to amaze us and its impact would be felt across the industries. Now a research done by SparkOptimus indicates that the two domains which will be impacted by AI the most will be customer service and sales in two to three years. And the impact is likely to be positive!
“Generative Al effectively automates mundane customer service and sales tasks, reducing resolution times up to 20%. The most effective players recognize that these efficiency gains contribute to their goal of Generative Al’s genuine value: addressing customer needs better, faster, and cheaper,” said Matti van Engelen, associate partner and lead of the Data & AI Practice at SparkOptimus.
The research claims that nearly half of the companies surveyed saw a significant 20% reduction in the escalation of problems due to the human-like conversation chat from the bot agent with that complainant.
According to Wikipedia, SparkOptimus specializes in digital strategy consulting. It is to be noted that the company’s flagship service may be the Gen AI Customer Service and Sales service.
The news from SparkOptimus that impact of AI will be positive in the sales and customer chat department goes hand in hand with the last year’s research from Intercom that AI will only enhance the role of humans in support but is unlkely to replace them.
According to one study, nearly 56% of the people believe that more jobs will be created by the AI in future. The use of Gen AI in Chatbots will likely supplement the existing workforce involved in Customer Service to assess the problems and provide solutions to the customer in a timely and efficient manner.
The research also suggest that while Customer Service and Sales desk are going to be heavily affect at the present month or coming months, areas like Software Development, finance, legal and compliance will be impacted by the AI in the next three years whereas the impact of Generative AI will influence the domains of Operations, Research and Development heavily in the next five years.
Tackling Hallucinations in Customer Chat Bot
Hallucinaitons can be a concern since Chatbots are also trained on LLMs. While Generative AI Chatbots may significantly answer back and forth in a more human-like manner, they may produce false information or data. For e.g., in one instance, Chevrolet suffered major implications as their Chatbot displayed wrong information by agreeing to allow a potential buyer to purchase a brand new 2024 Chevy Tahoe at a price of $1 USD.
There are multiple Gen AI Chatbots goof ups that have been reported till now. And it clearly depicts that a much stronger guardrails are needed in order to be embedded in them. Recently, Google has introduced DataGemma that connects LLMs to factually accurate database which is publicly available. May be, something of similar kind would be needed in future in order to fact-checked data, deals and promises that product manufacturers are making to their customers.
