Ross Smith – författare

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 scienceHow to develop an AI vision for your organisationHow and where to incorporate AI technology in your customer experience flowAbout new roles and responsibilities for your organisationHow to improve customer experience while optimising productivityHow to implement responsible AI practicesHow to strengthen your culture across all generations in the workplaceHow to address concerns and build strategies for reskilling and upskilling your peopleHow to incorporate games, play, and other techniques to engage your agents with AIExplore thought experiments for the future of support in your organisation