Modernizing Your Service Strategy with GenerativeAgent™: CCW Orlando Workshop Summary

PTP’s Crystal Collier partnered with Chris Arnold from ASAPP to lead a workshop at CCW Orlando. The workshop was an interactive session focused on helping participants understand where and how to integrate GenerativeAgents into their service strategy. We had a diverse group of attendees from several industries, including Financial Services, Healthcare, Insurance, Travel, Logistics, and Manufacturing.

As generative artificial intelligence (gen AI) gains popularity, the workshop focused on ways to create a seamless, personalized, and efficient CX supported by this innovative technology and aligned with customer preferences. To get the conversation going, we focused on the key elements of a modern service strategy:

• Multi-channel offerings
  • Offer consistent and integrated support across multiple channels (e.g., email, phone, social media, live chat, text).
  • Ensure customer information and history are accessible across platforms to prevent repetition and improve efficiency.
• Personalization
  • Use customer data to tailor interactions, recommendations, and support experiences.
  • Address customers by name, understand their preferences, and anticipate their needs.
• Proactive support
  • Identify potential issues before customers encounter them and provide preemptive solutions.
  • Use tools like automated notifications, FAQs, and AI-driven insights to address common problems.
• Self-service options
  • Provide customers with resources like knowledge bases, FAQs, video tutorials, and community forums to solve issues independently.
  • Empower users with tools to track orders, schedule services, or update account details without needing assistance.
• Customer Feedback and Continuous Improvement
  • Actively solicit customer feedback through surveys, reviews, and follow-up emails.
  • Use feedback to improve processes, products, and services continually.
• Human-Centric Approach
  • While technology plays a significant role, human empathy and emotional intelligence are critical.
  • Train agents to listen actively, respond compassionately, and resolve conflicts effectively.
• Customer Success Focus
  • Shift from reactive customer service to proactive customer success by helping customers achieve their goals with your product or service.
  • Build long-term relationships that foster loyalty and advocacy.

We talked about the all-important technologies that power amazing CX, including customer relationship management systems, analytics, chatbots, and (the star of the show) gen AI. ASAPP’s GenerativeAgent™ took center stage! Our starting point was, of course, what is GenerativeAgent™? 

GenerativeAgent™ is a fully capable generative AI voice and messaging agent. It is a completely autonomous system that automates interactions currently assigned to human agents. This results in a radically improved CX across all interaction channels and substantial business savings. 

ASAPP’s decade-long AI research and creation of state-of-the-art products has culminated in the breakthrough that is GenerativeAgent™. The product is:

• Fully generative: The system is grounded on the content of your APIs and knowledge systems. No manual dialogue design is needed as GenerativeAgent™ autonomously interacts with an enterprise’s backend systems.
• Actively learning: This includes a human-in-the-loop interface for escalations, allowing GenerativeAgent™ to learn from agents’ actions when their involvement is required while enabling voice agent concurrency.
• Safe and secure: It is grounded in your policies, procedures, and desired controls, satisfying the strictest enterprise security and compliance requirements.
• Seamlessly implemented: GenerativeAgent™ integrates natively into existing IVR, messaging, and telephony systems.

With GenerativeAgent™, customers will be immediately connected with a capable, conversational, and flexible helper that will solve many of their questions or issues dependably and efficiently. Agents will be able to oversee multiple interactions at once and can handle all escalations in real-time through GenerativeAgent™ .

We dug deep into the benefits of GenerativeAgent™ , highlighting that it is always online and ready to speak with your customers:

• Dramatic business savings:
  • Greatly reduces the call volume to your agents
  • Raises the ceiling of what you can automate
  • Accurate, flexible, and secure
• Increased customer satisfaction with:
  • No time wasted
  • No channel switching
  • No transfers, for a seamless experience

The workshop concluded with participants identifying optimal customer intents for GenerativeAgent™ to handle and ways to integrate it into an organization’s modern service strategy. The group agreed that it learned a great deal about GenerativeAgent™ and had some fun doing it! 

If you weren’t in the workshop, FOMO is not a problem! We’d love to share more about GenerativeAgent™ with you and get you up to speed on this transformational technology!