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AI IN CUSTOMER SERVICE IS MAKING LIFE EASIER FOR CONSUMERS, COMPANIES, AND HUMAN AGENTS

- DAMIEN MARTIN

Customer service is where companies speak directly with consumers, and it’s often at an inflection point where the consumer has a problem and might be upset. It’s a sensitive situation. The right response can win customer loyalty, and the wrong one can drive them straight to a competitor. It’s the kind of task you want your friendliest faces on, so it’s interesting that so many leading companies are using AI in customer service. What’s even more interesting is that it seems to be working out well for them.

AI UP FRONT

In its first quarter report, The Coca-Cola Company laid claim to being “the first company to collaborate with OpenAI and Bain & Company to harness the power of ChatGPT and DALL-E to enhance marketing capabilities and business operations and to build capabilities through cutting-edge artificial intelligence. Its first use of generative AI was the “Create Real Magic” platform, where fans of the brand could design original art using the Coca-Cola archives. More interesting from an operations standpoint was the reveal that Coca-Cola “is also exploring ways to leverage AI to improve customer service and ordering as well as point-of-sale material creation in collaboration with its bottling partners.”