Customer service has been slow to adopt artificial intelligence (AI), despite its potential to revolutionize the industry. AI can assist leaders and teams in making data-driven decisions and taking effective action. It has the ability to automate a significant portion of the average workday, but many companies are not prepared to implement and operationalize generative AI. According to a survey of over 2,000 sales and service professionals, more than 50% of teams do not know how to fully leverage the value of generative AI. This indicates a significant knowledge gap that needs to be addressed.
Salesforce research has identified several key findings regarding the benefits of generative AI in sales and service. Salespeople believe that generative AI will help them better serve their customers, sell efficiently, and increase sales. Service professionals also recognize the technology’s potential to serve customers faster. The highest use of generative AI in customer-facing roles includes basic content generation, analyzing market data, automating sales communications, and improving customer service communications.
Despite these potential benefits, the adoption of generative AI solutions in sales and service is relatively low. Only 41% of employees are currently using or planning to use generative AI. Marketing leads the way in adoption, followed by sales and service. This is surprising, considering the scale and volume of service transactions. However, it is anticipated that service adoption of generative AI will increase significantly in the next two years.
One of the main obstacles to the adoption of generative AI is the skills gap and fear of automation. The survey found that most sales and service professionals lack the knowledge to fully utilize generative AI at work. Additionally, there is a fear of job losses associated with automation. Many professionals worry that they will lose their jobs if they do not learn how to use generative AI. Addressing this skills gap and alleviating these fears will be crucial for successful adoption.
Another issue that contributes to the lack of trust in generative AI is the lack of training provided by employers. The survey found that a majority of employees expect generative AI learning opportunities from their employers, but most feel that their employers do not provide adequate training. Both sales and service professionals agree that there is a trust gap when it comes to the adoption of generative AI. Human oversight and enhanced security measures are seen as critical for successful use of generative AI in customer-facing roles.
The most significant benefit of generative AI is the opportunity for businesses to transform into customer-centric companies. By investing in employee training, organizations can leverage generative AI to deliver powerful customer experiences while driving efficiency. With trusted customer data, pre-built AI models, and proper staff training, generative AI can revolutionize the customer experience across various touchpoints.
In conclusion, while customer service has been slow to adopt generative AI, the potential benefits are significant. By addressing the skills gap, providing adequate training, and building trust in the technology, businesses can harness the power of generative AI to enhance customer service and drive growth. The future of customer service lies in embracing AI and leveraging its capabilities to deliver exceptional experiences.
