The brand opportunity

As companies begin to adopt next-generation AI into their customer service departments, we expect this to have a positive ripple effect connecting service, sales and marketing organizations more seamlessly. Historically, contact centers have been cost centers for brands. But, with agents spending less time fighting fires, they can become part of your brand loyalty strategy. One-on-one engagement with a customer is a high cost to the organization, but AI-powered CRM and CDP solutions can help the agent not only solve the issue but upsell or recommend an additional item the customer may not have considered.

Leaders can set themselves up for this shift by readying their contact center for the future of LLMs by experimenting now—starting with external chatbots and agent-assisting copilots capable of grounding themselves on your trusted knowledge sources and helping with specific tasks like scheduling an appointment or drafting a customer response for the agent to personalize and send. With these advancements, the next era of customer service will undoubtedly be more customer-friendly.