At the Center for AI Value, we’re at the forefront of researching and implementing generative AI solutions in customer service. Our work aims to revolutionize customer interactions while balancing efficiency with personalized care.
The Impact of AI on Customer Service
- Industry leaders predict that ChatGPT and similar technologies could replace a significant portion of customer service jobs.1
- Our research indicates that 63% – 80% of activities in customer service could potentially be automated or enhanced by AI.
Potential Benefits
- Efficiency: Significant time and cost savings in handling customer inquiries
- 24/7 Availability: AI can provide round-the-clock customer support
- Consistency: Standardized responses ensure uniform quality in customer interactions
- Scalability: AI can handle multiple customer interactions simultaneously
Our Research
We’re conducting groundbreaking experimental research to determine the optimal balance between AI and human interaction in customer service:
- Context-Based AI Deployment: Investigating when it’s most effective to use generative AI versus human service employees.
- Multi-Channel Analysis: Studying AI effectiveness across different communication channels (phone, chat).
- Multiagent Systems: Developing adaptive AI systems that tailor their approach based on the customer’s interaction history, creating more personalized and effective service experiences.
Our research on AI in customer service is funded by the Swiss National Science Foundation.
Research Lead
- Fridman (2023): #367 – Sam Altman: OpenAI CEO on GPT-4, ChatGPT, and the Future of AI; Lex Fridman Podcast ↩︎