Gartner ：2024生成式AI在客户服务中的顶级用例报告（英文版）（13页）.pdf

1、Top Generative AI Use Cases for Customer ServiceGartner for Customer Service Leaders2Generative AI(GenAI)holds the promise of being able to transform customer service and support.Customer service and support leaders should start the GenAI adoption process by deploying use cases that strike a balance

2、 between innovation and risk mitigation.OverviewKey Findings GenAI will change how customer service and support organizations design work,assign tasks and create customer experiences,requiring leaders to act now to ready their organizations to accelerate the learning process.Per responses to a quest

3、ion in an August 2023 Gartner webinar,85%of organizations are investing in GenAI to improve business functions.Customer service and support is the second highest priority for businesses when it comes to GenAI investment,right behind IT.GenAI,specifically large language models(LLMs),has a unique set

4、of risks when compared with other more common AI implementations,requiring leaders to scrutinize their first set of potential use cases.More and more customer service and support technology vendors are developing their own GenAI capabilities and integrating them into their solution portfolios.This s

5、trategy provides customer service and support leaders an opportunity to capitalize on this innovation in a shorter time frame.RecommendationsCustomer service and support leaders who are responsible for improving service through the application of innovative solutions using GenAI capabilities should:

6、Learn about the GenAI capabilities applicable to customer service and support organizations and the options for sourcing the technology.Start by adopting GenAI capabilities for content generation,content utility and text analytics capabilities,which provides quick discovery of GenAI technologys bene