Generative AI in Customer Support: Beyond ChatGPT Hype
Every few years, a new wave of technology promises to “reinvent” customer support. But few have shaken the industry quite like Generative AI. For support leaders in gaming, the pressure has never been higher. Players expect instant help, round-the-clock coverage, and human-like empathy, all at once. The buzz around ChatGPT made it seem like all […]
Data Science Spotlight: What’s New with AI in Customer Service
Helpshift is fortunate enough to have its own in-house data science team tasked with creating AI products that are tailored specifically for customer service. The main reason that Helpshift has invested so heavily in this department is because B2C brands are entering a new era of automated customer service, and need a customer service partner […]
The New Imperative of AI-Powered Issue Classification: Why We Created Helpshift Predict
Providing fast and frictionless support for customer issues is essential for ensuring service excellence. Thus, it is critical to assign issues to appropriate agents and teams (or bots), while ensuring optimal resource utilization. The success of all downstream actions are based on the correct assignment of the ticket to the right agent or team. If […]
August Success Spotlight: Embracing AI for Issue Classification
If you ask your agents what the best part of their job is, they most likely won’t say that it’s manually sorting through and classifying issues. If you ask your customers what the best part of communicating with support is, they mostly likely won’t say that it’s waiting on hold for a representative. Automatic issue […]
The New World of CS Automation Part 1: AI is Everywhere— Except Customer Service
What is the first thing you do in the morning? Do you check the weather, read the news, scroll through Facebook, play music through Spotify, or ask Alexa to turn on the lights? An IDC study found that 80 percent of smartphone users check their phones even before brushing their teeth in the morning. And […]
The Beginner’s Guide To Customer Service Chatbots and AI
What Is An AI Customer Service Chatbot? There’s a lot of chatter about chatbots today, but the concept of a chatbot is really nothing new. Over the last 50+ years, the chatbot has significantly evolved with greater accuracy and diversity of use cases across industries. But at face value, a chatbot is a computer program […]