Generative AI making customer support conversations more human, leading to wider adoption
Exotel, Freshworks, Gupshup, Corover.ai and Yellow.ai.
While this transformative technology is applicable to multiple channels from websites to apps, social media as well as messaging platforms including Google’s RCS (rich-communication services), the most prominent early adopter is proving to be Meta’s WhatsApp. Generative AI is making WhatsApp-based customer support conversations more «human and free-flowing», rendering standard bot-replies redundant according to businesses that have incorporated this new tool.
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Offering CollegeCourseWebsiteIndian School of BusinessISB Product ManagementVisitMITMIT Technology Leadership and InnovationVisitIndian School of BusinessISB Professional Certificate in Product ManagementVisitYellow.ai has already witnessed 10% of its enterprise customers opting for GenAI-powered customer support conversation with response time reduced to 0.6 seconds. Enterprise software maker Freshworks said its Gen -AI platform Freddy Copilot has resulted in savings of over $94,000 in the first year of implementation for a B2C enterprise retail customer, yielding a 187% return on investment.
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“A bot-led chat is no longer dependent on ‘Press 1 for bank balance’. Customers can directly ask, hey, can you share my bank statement or when is my credit card payment due,” said Darshan Datt K S, Director of Engineering at Exotel.
As it is “already a context-aware bot which understands your language preferences, your state (emotion) and knows the best ways
