Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments

Executive Snapshot

• Figure: Executive Snapshot: Unlocking the Potential of Generative AI in Customer Care Services

Situation Overview

• Figure: What Is Generative AI?

• Applications of Generative AI in Customer Service

• How Buyers Want to Use Generative AI for Customer Service and Contact Center Operations

• Figure: Generative AI Use Cases for Customer Support/Contact Center

• Figure: Generative AI Use Cases for Customer Support/Contact Center by Region (% of Respondents)

• Figure: Generative AI Use Cases for Customer Support/Contact Center by Industry (% of Respondents)

• Expected Benefits and the Impact on Productivity

• Figure: Expected Agent Benefits of Generative AI for Customer Support/Contact Center

• Figure: Expected Customer Benefits of Generative AI for Customer Support/Contact Center

• Decision Makers of Generative AI Technologies for the Customer Care Support

• Figure: Decision Maker of Generative AI Technologies for the Contact Center

• CX Service Provider Generative AI Use Cases

• Movate

• Log Analyzer and Response Translator for Leading Endpoint Security OEM

• Improvement of Incident Classification and Resolution for a Global Cybersecurity Leader

• TaskUs

• GPT-Powered Chatbot and CX Process Improvement for a Fintech Company

• GPT-Powered Writing Editor/Transformer for a Personal Assistant Company

• Teleperformance

• GPT-Powered Knowledge Base for a Real Estate Firm

• AI-Based Email Response Generation for an Automotive Company

• TELUS International

• GenAI Jumpstart Initiative Is Leveraged to Build a GenAI-Powered Virtual Assistant for a Leading Bank

• Concentrix + Webhelp

• GenAI for Use Case Summarization and Response Creation

• Training

• Knowledge Management

• Quality Automation and Agent Assist

IDC's Point of View

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• Related Research

• Synopsis