Use of generative AI focused on designing self-service experiences for customers

There are many use cases for GenAI in the contact center space. One common use case that we’re already seeing customers adopt and build solutions for is delivering tailored self-service experiences. By providing information that helps customers solve problems independently around the clock, GenAI enables customer support at any time of the day.

Implementing self-service experiences in a contact center can offer numerous benefits for both customers and the business, which we outline in this guide. GenAI has the ability to improve the natural language processing of voice and chat-bot conversations, which can be fundamental to the success of self-service experiences for contact center customers.

Use cases

• Customer is chatting with a chatbot for an insurance company
• Customer can answer domain specific questions using the Q&A functionality for the insurance company without routing to an agent

The guide below will walk through how to create a self-service experience within a chatbot using GenAI.