Booking an opticians appointment; rescheduling hotel check-in dates; even finding out how to replace your dishwasher filter.
All completed in seamless – dare we say enjoyable? – experiences.
This is the world we envision for customer services. And it’s currently in creation, with the help of Large Language Models (LLMs).
Revolutionising customer services
Complaints about customer services revolve around poor experiences: long response times, unsatisfactory communication, and misunderstanding the key issue. The core problems behind these? Under-trained or under-resourced staff. And this is where conversational AI comes in.
Systems are poised to change the way we interact with brands and services. Regardless of whether a company primarily uses phone systems, chat apps, or platforms like social media, conversational AI is ready to transform the outputs on both sides:
- Customers get to a solution quicker and easier
- Companies use fewer resources, achieve higher satisfaction scores, and ultimately have a healthier bottom line.
As we wrote in our Your Next Voice Skill blog, it’s time to put your customers’ needs first and think about going that extra mile to make their lives a little easier each day.
Two applications of LLMs in customer services
Companies are awakening to the potential of these AI-driven systems in various ways, and in two main categories.
Firstly: brands are launching new channels. Platforms like Alexa provide customers with more accessible and convenient support options.
Secondly: rebuilding – or tweaking – current channels. For example, integrating LLMs into existing IVR (interactive voice response) systems to create dynamic agents that can adapt to customers in real-time, providing more personalised and efficient support.
The power of LLMs for customer services
Characteristics of large language models make them an obvious choice for deploying in customer service processes.
Let’s look at three of these powerful qualities:
Scalability – LLM usage can easily increase to meet the growing or seasonal demands of a business, meaning your brand can expand operations as and when they are needed.
Efficiency – AI-driven systems are built on large volumes of data, so handle large volumes of queries with ease, reducing wait times and providing faster resolutions.
Personalisable – LLMs can understand and respond to customer inquiries with greater context, resulting in more personalised interactions.
Real-world example of transforming customer service
A prime example of how LLMs and voice assistants are revolutionising customer service is the Dyson Care Alexa Skill. This voice-based system offers a touch-free, seamless experience for troubleshooting Dyson machines, guiding users step-by-step through the process. By focusing on the device and Dyson Care’s instructions, customers can receive the support they need with minimal effort.
Dyson Care is supported by all Alexa-enabled devices, with or without a display. However, devices with a display provide additional visual troubleshooting assistance for an even more comprehensive experience. If customers require further information to identify or resolve an issue, Dyson Care can send links to videos and additional resources straight to their smartphones.
Complementing Dyson’s existing online help, chat, email, telephone support, and local service centres, Dyson Care offers another avenue for assistance while reducing waiting times. By enabling customers to start troubleshooting immediately and solve problems independently, Dyson Care showcases the potential of LLMs and voice assistants in enhancing the customer service experience.
What to keep in mind when using LLMs in customer services
As we embrace the potential of any new technology, including conversational AI, in customer services, it’s essential to build with data privacy and ethical AI practices at the core.
No interaction will feel satisfactory to a customer if they don’t believe their information is being taken seriously. Ensuring that these systems are developed and implemented responsibly will be critical in creating a future where customer interactions are more enjoyable and efficient than ever before.
A big part of this is being responsible in the design processes, a deep topic our co-founder Jen Heape discussed with our Head of Voice Search Romina Pankoke and OpenDialogAI’s Maaike Coppens: watch their video conversation here.
What’s next?
The future of customer service is one in which LLMs have transformed the way we interact with brands and services.
By leveraging the power of conversational AI, we can create a world where never pressing 1 again becomes a reality – and customer experiences are more seamless, personalised, and enjoyable.
Is your business ready to embrace the transformation? Get in touch today.
