Undoubtedly, the emergence of generative AI has completely transformed the business landscape, revolutionizing strategies and business models, while driving unprecedented growth in various industries and now maximizing results in customer service.

Generative Artificial Intelligence (GenAI) is a branch of artificial intelligence that focuses on generating content from existing data. This technology uses advanced algorithms and neural networks to learn from texts and images, and then generate content. Advances in GenAI have been impressive in recent years, and it undoubtedly became popular with the launch of Chat GPT, which surpassed one million users in less than a week, as reported by Reuters.

GenAI offers multiple opportunities to many industries, which is why more than 60% of companies use generative AI in the workplace, and the generative AI market is estimated to reach $1.3 trillion by 2032, according to a report by Bloomberg Intelligence analysts led by Mandeep Singh.

The uses of GenAI are many and varied across different sectors. Among them, we find: content generation for artistic, advertising, and marketing areas, as well as applications in scientific research and medicine to analyze large amounts of data to find patterns and relationships that would otherwise be difficult to detect.

In customer service, its potential is limitless.
With the development of this type of solution, we can achieve efficiency, time reduction, and enhance the task of agents.

Some of the solutions are:

• Quality and experience analysis.
  With this data and quick adaptability, we can form a customer archetype that allows adjusting the level of attention through agent training, according to user behaviors and needs.
• Knowledge management tool.
  It saves agent training time. Through an internal chat, agents can learn processes, responses, know what and how to respond to a user, etc. Unlike most machine learning developments, this chatbot “learns on its own” and does not need a content tree to access information.
• Agent Assistant.
  To accompany the tasks carried out by agents, we have developed a GenAI assistant for spelling correction to ensure the writing and spelling of texts sent to customers. We also implemented a checklist with GenAI with a Telco to verify that each of the steps and processes required in management are met.

The benefits of implementing GenAI in customer service are concrete: it reduces time by 90% and increases efficiency in service by 10% to 15%.

The solutions are limitless. In Apex’s case, we are already developing for the future. Currently, we have a pilot for a telecommunications company so that they can complete forms 100% automated; for social networks, we are developing natural language bots, and various assistants for agents to help them in real-time.

Generative Artificial Intelligence (GenAI) technology has proven to be a highly powerful and versatile tool in various fields, demonstrating the ability to adapt to the changing needs of the market.

This technology promises not only to transform the way we interact with information but also to open up a new landscape of possibilities for innovation and progress in various sectors, showing a promising horizon for the future.