Generative AI Role - Customer Service - Consulting Firm

Gen AI - Customer Service

- Understanding Gen AI Capabilities for Customer Service.

Sentiment Analysis :

- Leverage Arya to analyze customer sentiment from interactions to improve service quality.

- Functional Ownership of Customer - Facing Chatbot.

Identify Intents :

- Define specific intents that the chatbot will handle (e.g., FAQs, troubleshooting, product information).

Collaborate with Tech Team :

- Work closely with BIU's Gen AI tech team to build and refine these intents using Arya's technology.

Execution :

- Drive the execution of chatbot deployment, ensuring it aligns with customer service goals.

Ownership of Other Gen AI Use Cases :

Agent Quality :

- Use Arya for monitoring and improving agent performance through AI-driven analytics and feedback mechanisms.

Email Automation :

- Implement Arya for automating email responses, improving efficiency in handling customer queries.

Driving Customer Adoption of Gen AI Tools :

Training and Support :

- Provide training sessions and resources to educate customers and internal teams on using Arya effectively.

Promotion :

- Highlight the benefits of Gen AI tools in reducing human touchpoints, improving response times, and enhancing overall service delivery.

Feedback Loop :

- Continuously gather feedback from users to iterate and improve Arya's applications for better customer outcomes.

Metrics and Evaluation :

Performance Metrics :

- Define KPIs to measure the effectiveness of Arya in customer service, such as response time, customer satisfaction scores, and issue resolution rates.

Iterative Improvement :

- Use data-driven insights to iteratively improve Arya's capabilities and optimize its impact on customer service and service intelligence.