Generative AI (gen AI) refers to machine learning models—most notably large language models (LLMs) like GPT-4—that generate coherent, contextually relevant content rather than simply classifying or retrieving it. In customer support, the most common applications are drafting suggested agent replies, summarizing long conversation threads, auto-filling after-contact work (ACW) notes, and powering conversational self-service bots.
Why it matters: Gen AI can compress the time agents spend on routine writing tasks and reduce handle time, while improving consistency and knowledge accessibility for newer team members.
Key considerations for support teams:
- Accuracy: LLMs can hallucinate; outputs must be grounded in verified knowledge bases
- Guardrails: Tone, brand voice, and escalation rules need explicit configuration
- Measurement: Track deflection rate, handle time, and CSAT before and after deployment
A practical example: a gen AI tool that reads an open ticket and drafts a resolution email, which the agent reviews and sends in one click—cutting ACW from 4 minutes to under 1.