target audience: TECH BUYER Publication date: Dec 2023 - Document type: IDC Perspective - Doc Document number: # US50637424
Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments
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Abstract
This IDC Perspective looks at the use of generative AI in customer care business process services. This includes an assessment of use cases/applications, perceived benefits from the agent and customer perspective, key decision makers in utilizing generative AI, and service provider investments.
"Applications of generative AI in customer care services will help address and alleviate the core challenges experienced by the contact center today — from high volume of inquiries, providing timely and accurate responses, consistency in service quality, language barriers and, most importantly, meeting customer expectations," says Ali Close, research manager of IDC's Intelligent Finance and Customer Care Business Process Services program.