Generative AI will not wipe out entire categories of jobs, such as those in customer service. But it can lead us to do tasks differently and take on higher-value tasks.
The four human tasks, unaffected by generative AI and performed entirely by customer service personnel, included such activities as the arrangement of customer-facing environments and directing organizational operations, activities, and procedures. The four customer service tasks that could be fully and effectively automated included such repetitive structured tasks as determining the prices of goods and services and collecting payments.
For example, the ability of generative AI to put massive amounts of information at the fingertips of CSRs greatly increases their capacity to resolve the customer’s problem more thoroughly and quickly than either a chatbot alone or a CSR following a rote script.
In the domain of customer service, the advent of generative AI, guided by humans, will require such higher-order cognitive work as judgment, insight, moral reasoning, and innovation. This is a far cry from following scripts or handing off customers to other, more knowledgeable CSRs. Much of this higher-order work will be focused on maintaining, monitoring, and improving the performance of the generative AI itself.
will be an ongoing human task. Customer service personnel will need to be able to evaluate customer interactions in those terms, continually make sure that machine output is aligned with them, and have a means for reporting misalignment.Mimicking human features and characteristics in avatars of a conversational AI can be a valuable way of creating rapport with users.
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