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Book Cover for: The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers, Ross Smith

The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers

Ross Smith

Learn how to deploy custom models leading to a revolution in the world of customer service and support

Generative AI has made amazing advances in the last year, and customer service and support is one of the most important areas where this new technology can have an immediate impact. While the technology is not yet in a place where it will fully replace agents and support engineers, it can do wonders to dramatically improve customer experience while also contribute to the optimization of productivity in various ways. This book will help readers understand how and where to incorporate AI technology into the flow of the customer experience.

This book is designed for those who are pretty well versed in the customer service and support experience - they understand how service and support works, are familiar with call center operations, and ticketing, issue resolution, escalations, etc. In addition, they are hearing and seeing the growing buzz around AI and curious about how this might affect their business. The assumption is that the reader has little to no understanding of AI, large language models (LLMs), machine learning, predictive analytics, augmented reality, or any other evolving technology. This is a book to introduce how they can apply these new technologies in their business to drive greater customer experiences.

  • Written by AI and Customer Support experts at Microsoft, a leader in both fields
  • Written for a broad, non-technical audience of anyone involved in Customer Support
  • Assumes no previous experience with AI, LLMs, Machine Learning, or Data Scienc
  • Book Details

    • Publisher: Pearson
    • Publish Date: Aug 15th, 2024
    • Pages: 544
    • Language: English
    • Dimensions: 0.00in - 0.00in - 0.00in - 0.00lb
    • EAN: 9780138286507
    • Categories: Artificial Intelligence - GeneralCustomer Relations

    About the Author

    Ross Smith is a Fellow of the Royal Society of the Arts, Co-Founder of the Future World Alliance, the author of The Practical Guide to Defect Prevention and holds seven patents. He is a PhD scholar at University College Dublin's SMARTLab program, focused on AI, automation, worker displacement, and the future of work. To further this effort, he is a co-founder of the Future World Alliance, a nonprofit committed to responsible AI for the next generation. He has been part of the White House Champions of Change. He has worked at Microsoft for over 30 years.

    Emily McKeon is currently a Communication Director at Microsoft focused on global strategic business and executive communications designed to strengthen employee engagement and drive value for the Customer Service and Support business. Simplifying the complex is her superpower, developed over 25 years at Microsoft through a variety of roles across communications and HR disciplines. She has vast communication experience and a strong depth of knowledge in customer support, global diversity & inclusion, and employee engagement.

    Mayte Cubino Gonzalez is the EMEA Director for MS Office and Project/Planner Technical Engineering Support at Microsoft, and the Site Lead and board member of Microsoft Portugal (1,700+ employees). Prior to joining Microsoft in 2021, Mayte worked for 15 years at Cisco where she held a variety of leadership and engineering roles. Her passion for people and technology has driven her to lead several Employee Resource Groups/Orgs at a regional and global level, as well as numerous award-winning initiatives in the area of Diversity and Inclusion (Disabilities, Women, STEM, Latino/Hispanic) and Employee Experience. She was recognized in 2016 with the European Disability Champion award for her work in raising awareness about hidden disabilities and workplace adjustments.

    Praise for this book

    "Insightful & comprehensive - if you run a service & support operation, put this book on your essential reading list right now!"

    - Phil Wolfenden (Cisco, VP, Customer Experience)

    "The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami."

    - Phaedra Boinodiris, Author, AI for the Rest of Us

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