In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organisations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimise organisational productivity.

A portion of the book's proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education.

In this book, you'll learn about;

• About AI, machine learning, and data science
• How to develop an AI vision for your organisation
• How and where to incorporate AI technology in your customer experience flow
• About new roles and responsibilities for your organisation
• How to improve customer experience while optimising productivity
• How to implement responsible AI practices
• How to strengthen your culture across all generations in the workplace
• How to address concerns and build strategies for reskilling and upskilling your people
• How to incorporate games, play, and other techniques to engage your agents with AI
• Explore thought experiments for the future of support in your organisation