Implementing basic automated support

About this Video

• Video Title: Implementing basic automated support
• Channel: Gooru Content
• Speakers: None specified in transcript.
• Duration: 00:03:18

Introduction

This video module introduces entry-level customer experience and support professionals to using generative AI (GenAI) for automating support and self-service. It emphasizes improving support speed and accuracy by empowering customers to solve problems independently.

Key Takeaways

• GenAI's Role: GenAI assists in processing customer inquiries and drafting self-help content, leading to faster ticket handling and clearer self-service materials.
• LLM Functionality: GenAI utilizes Large Language Models (LLMs) to read customer queries and documentation, generating text outputs based on provided prompts and instructions. This includes suggesting classifications, key terms, and categorizing issues.
• Practical Applications: The video demonstrates using GenAI for tasks such as classifying tickets, drafting concise answers for FAQs or chatbots, and creating step-by-step troubleshooting guides.
• Responsible AI Use: The video stresses the importance of reviewing and refining GenAI's output to ensure accuracy, clarity, and alignment with support guidelines. It also highlights the need for responsible AI use, including verifying information and protecting customer privacy.
• Impact Measurement: The module encourages tracking time saved on tasks like ticket classification and content creation to measure the impact of GenAI.