About the book

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In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. 

A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. 

Our ideal reader is a customer service and support professional whose world is being disrupted by dramatic advances in AI and who wants to learn more about deploying and leveraging AI in their organizations but are not sure where to get started. Their leaders look to them as a customer professional, but the new world is highly technical. Reading this book will help them leverage their customer service experience to navigate this new world.

About AI, machine learning, and data science 

How to develop an AI vision for your organization 

How and where to incorporate AI technology in your customer experience flow 

About new roles and responsibilities for your organization 

How to improve customer experience while optimizing productivity 

How to implement responsible AI practices 

How to strengthen your culture across all generations in the workplace 

How to address concerns & build strategies for reskilling / upskilling your people 

How to incorporate games, play, and techniques to engage your agents with AI 

Explore thought experiments for the future of support in your organization