A series of discussions with Ross Smith and OpenAI's ChatGPT about the future of customer support. At the same time, it will be important for companies to invest in training and development programs that help support agents cultivate empathy and compassion, as these traits will continue to be critical to providing high-quality customer support. ChatGPT: AI can help improve customer empathy by providing support agents with more information and insights about customers, allowing them to better understand their needs and emotions. Predictive insights: AI can analyze customer behavior and data to provide support agents with predictive insights about what a customer is likely to need or want. By providing support agents with more information and tools, AI can help improve customer empathy and enhance the overall customer experience. It's important to note that AI cannot replace the human touch and that support agents will continue to play a critical role in providing empathetic and compassionate customer support. ChatGPT: It's difficult to determine which of the 10 ways AI and human customer support agents can work together will have the most impact on the customer experience, as it will depend on the specific needs and preferences of each customer.
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Source: Microsoft Tech Community Microsoft 365 Blog
