5 Generative AI Use Cases to Supercharge Your Customer Support


What if there was a way to scale your CX and provide a more joyful support experience for your customers? This article covers 5 generative AI use cases that are sure to enhance the quality of your support.

Picture this: those shoes you’ve had your eye on have finally gone on sale, and you want to try a couple sizes to make sure you get the right fit. Before you hit that order button with 3 sizes of the same pair in your cart, you’d need to know the return policy for your region because you’re located in Canada and the company is based in the U.S. You spend ages scrolling through Help Center articles trying to find the answer, but to no avail.  It’s now 11:56 and that sale ends at midnight.

No one wants this customer experience! Luckily, with the help of automation your customers can self-serve 24/7, and the potential of chat bots to deliver a conversational experience has dramatically increased in recent times. In fact, what if we told you there was another way to scale your CX while also offering a more joyful experience for your customers, your agents, and more? The answer lies in bringing the tech behind ChatGPT into your customer support with the help of generative AI.

What is generative AI? 

In order to fully appreciate the top generative AI use cases for supercharging your customer support, it’s best to start by understanding the basics of how this tech works. When it comes to text-based automation, generative AI draws on large language models (LLMs) to produce more natural bot-based conversations than ever before. It’s the tech that powers ChatGPT, which took the world by storm last year. The capacities of generative AI  for mimicking human-like conversational style are so convincing that it has even passed the Turing test

In terms of how generative AI can revolutionize your CX, this new generation of automation promises increased speed, efficiency, and sophistication. For example, instead of manually building out bot flows and spending months training your bot, you can simply connect to your knowledge base and immediately begin having more human-like conversations with customers. We saw the capabilities of gen AI and decided to build it into our product, launched a bot called UltimateGPT that can do all this in minutes. And that’s only the tip of the iceberg. Below are the top 5 generative AI examples for how you can use this tech to enhance your customer support.   

Want to know more about the latest AI trends in 2023? Click here to review the must-haves for customer support automation.

Top 5 generative AI use cases

  1. Provide more natural conversational experiences for your customers

Prior to generative AI, it was not uncommon for chatbots to miss the mark on creating a genuinely humanized experience with the help of conversational AI. On a good day they could correctly match their replies to the customer query at hand or liaise between your customers and your support agents. But could they really produce humanized automated experiences? With generative AI the answer is a resounding yes. Thanks to the LLM-based technology, it can immediately start producing more natural conversational experiences without training or manually building bot flows. Simply connect it to your knowledge base, and you are ready to get started. 

And this brings us to our second generative AI use case.

2. Instantly pull info from your knowledge base 

One of the best parts about not needing to train your bot in order to make sure it’s supplying customers with the most up-to-date information is that when you use your knowledge base as your data source, it will automatically pull information from your FAQs, catalog, or whichever other inputs you want it to. This is revolutionary because the bot’s set-up time is drastically reduced. You can take the existing info in your data source to build a bot that works instantly.

3. Keep all conversations aligned with your brand tone of voice

One of the coolest aspects of using an LLM-based bot that’s connected to your knowledge base is that it won’t just deliver facts in a generically conversational way; it can seamlessly match your brand tone of voice as well. Whatever data source it is connected to, it will mimic stylistically rather than merely regurgitate facts. For example, you can select how your bot will interact with your customers by selecting between informal and formal tone of voice. Your bot can even supply customers with the info they are looking for in the language of their choice. This capability even extends to aligning with specific regional language variation. 

And with UltimateGPT you can make sure small talk and other chatter is on-brand as well with our new Bot Persona feature.

4. Structure tickets automatically, so agents don’t have to 

Yet that’s not all, folks. Not only is the generative AI bot factual and conversational to the benefit of your customers, it is also extremely helpful to your support agents. That’s because the LLM-based bot can do more than chat with customers. With the help of generative AI, your bot can automatically structure tickets to prime your human agents better when conversations get escalated to them. This capability even extends to analyzing customer sentiment. 

Your bot can also structure, summarize, and auto-populate tickets – all those tedious tasks your human agents kinda hate doing. And this way, they can hit the ground running when it’s time to reply to more complex queries. 

5. Quickly craft example replies

Your LLM-based bot’s capacity to assist your agents with the more tedious elements of their jobs doesn’t stop with structuring tickets. Bots powered by generative AI can also save agents tons of time manually writing out replies. And this brings us to our final generative AI use case. An LLM based bot can then produce personalized sample replies (support macros) tailored to a customer’s specific query because these bots can also take conversational context into account.

Ready to get started? Here's how to easily build a gen AI chatbot using ChatGPT.

All these potential generative AI use cases may sound cool, but to actually implement LLM technology into your CX you’ll still need the right tools. UltimateGPT harnesses the power of LLM-based automation – enabling brands to integrate the best of conversational and generative AI into their support offering.     

Are you ready to enhance your customer support with generative AI?