Transforming Customer Feedback Management with GenAI
Customer feedback management and customer service are steadily being transformed with the use of GenAI or generative AI is a huge buzzword today. This transformation in customer support functions has naturally led to GenAI being a tool for business growth and empowerment. There are several aspects that clearly indicate the increasing adoption of GenAI amongst businesses. There are several aspects that clearly indicate the increasing adoption of GenAI amongst businesses. 51% of marketers, as per reports, presently use GenAI while 22% of them plan to use the same soon. 76% of marketers in copy and content writing are already using GenAI while 53% call it a game changer for data analysis, user messaging personalisation, marketing campaign creation, and optimisation/envisioning of SEO strategies. Generative AI has a direct impact on overall productivity, potentially adding innumerable value to the economy worldwide. 75% of GenAI value may be delivered in four categories, namely marketing and sales, customer operations, R&D, and software engineering. Banking, life sciences, and high tech will be industries that will witness the most impact. Here’s looking at the effect of GenAI on feedback management and customer service. How is generative AI used in customer service? GenAI is highly effective in terms of streamlining customer feedback management and service alike. Here are a few aspects that should be understood in terms of how it can bring about a transformation in the segment. How GenAI Can Help You Collect and Analyse Customer Feedback GenAI is a great tool to collect and evaluate customer feedback. Here are some major points to keep in mind in this regard: The Future of Customer Feedback Management with GenAI Customer feedback management will undergo a huge transformation with GenAI in the near future. Here are some aspects that will become mainstream for companies. To sign off, it can be said that GenAI will completely reshape customer feedback management and service functions in the future. More businesses will find greater value in leveraging generative AI to enhance customer journeys, tackle issues, and plug gaps. This will naturally put them on course towards achieving steady growth and their objectives. FAQs GenAI can transform feedback management through helping companies swiftly gather feedback from multiple channels and analysing the same. This results in helpful insights for companies to take better decisions. They can understand customer preferences and pain points while taking steps to address the same. GenAI can easily accommodate diverse sources of feedback. These may include social media platforms and communities, emails, reviews, and direct interactions with the company. These can be easily gathered and analysed to generate valuable insights. GenAI can be customised to various industries including life sciences, healthcare, technology, banking and financial services, and many more. Language learning models and generative AI-based algorithms can be customised to analyse and gather specific data and churn out insights accordingly. There are concerns related to data privacy and security as far as the usage of GenAI is concerned. The analysis and training of input data has led to these concerns. However, with advanced encryption and other security measures, businesses can resolve the same seamlessly. At the same time, consent gathering and management is another solution in this regard.