Generative AI: The Cornerstone of Customer Service’s Future

The customer service industry is undergoing a radical transformation due to the increasing reliance on artificial intelligence (AI) solutions, particularly Generative AI.

This technology is being leveraged to enhance efficiency and improve customer experience.

Through intelligent chatbots and virtual assistants, companies can now provide swift and accurate responses, analyze customer sentiment, and deliver personalized solutions based on customer preferences and behavior.

This advancement not only reduces wait times and improves customer satisfaction but also helps in lowering operational costs and increasing productivity, making Generative AI the cornerstone of the future of customer service.

In the following report, we discuss with company executives how Generative AI can support customer service businesses.

Taher: Instant 24/7 Support and Customer Sentiment Analysis

Amr Taher, General Manager of Luxoft Egypt for Automotive Software Systems, believes that Generative AI technology provides instant 24/7 support, handling repetitive inquiries and solving issues without human intervention.

It also analyzes customer sentiment in real time to enhance interactions and offer tailored responses.

Taher stated that implementing this technology enables multilingual support by instantly translating conversations, allowing businesses to serve customers seamlessly worldwide.

Additionally, AI categorizes inquiries and directs them to the appropriate employee based on priorities and complexity.

He continued: “AI-powered systems offer interactive knowledge bases that allow customers to resolve issues independently, reducing call volumes. Moreover, proactive support detects potential problems before escalation and provides automatic solutions.

AI also generates personalized recommendations by analyzing past interactions, suggesting suitable products or services, and creating detailed customer profiles for customized solutions and offers.”

Taher emphasized that AI technology enhances phone-based customer support by transcribing and analyzing conversations to improve service. It also suggests the best responses to inquiries, reducing resolution time.

He added: “AI listens to calls and provides real-time guidance to agents for better service. Additionally, analytics help develop advanced training programs that enhance employee performance.”

He highlighted that AI examines reviews, survey responses, and social media feedback to identify trends and areas for improvement. It can also predict customer churn, develop retention strategies, and offer actionable insights for process optimization and business growth.

Shash: A Revolutionary Shift That Enhances Service Quality and Reduces Costs

Khaled Shash, Chairman of Mavens Consulting, stated that AI technology will significantly impact the call center industry, much like other business sectors.

He described it as a revolutionary shift that businesses must capitalize on.

Shash predicted that new AI-powered applications would emerge in the near future, improving service quality, customer experience, and reducing operational costs.

These include AI-driven chatbots, intelligent call routing, predictive workforce analytics, real-time translation, and enhanced speech recognition.

He stressed the importance of updating and modernizing call center tools to incorporate AI-based technologies such as CRM systems and robotic automation.

However, as AI adoption increases, data security becomes a crucial concern requiring further investment.

He added: “AI is expected to lower operational costs and boost call center revenues, though it may reduce reliance on traditional human labor.

However, it will also create new job opportunities focused on data analysis and system management. Success in this field requires investment in technology, training, and adapting to integration challenges.”

Abdel Aziz: Voice AI Remains Costly for Companies

Shaimaa Abdel Aziz, CEO of GoChat247, pointed out that the cost of some Generative AI services, particularly voice solutions, remains relatively high.

She noted that training these models for company-specific solutions is still expensive but is expected to become more affordable over time.

Abdel Aziz highlighted that AI technologies offer multiple solutions, including code generation and real-time translation, significantly improving workflow efficiency.

She also noted that businesses are increasingly relying on AI for quality reporting, reflecting the growing adoption of AI in the corporate sector.

Generative AI is a type of artificial intelligence capable of producing new content, including text, images, audio, video, and code, based on the data it has been trained on.

This AI model relies on advanced systems such as ChatGPT, DALL·E, Bard, and DeepSeek, which use deep learning to recognize patterns in data and generate human-like outputs.

It is widely used for:

• Automated Writing: Generating articles, reports, and even movie scripts.
• Real-time Translation: Enhancing translation accuracy and speed across languages.
• Data Analysis: Assisting businesses in report generation and data-driven decision-making.
• Voice and Image Processing: Converting text into natural-sounding speech and generating new images and videos from written descriptions.

This AI-driven transformation is revolutionizing customer service, setting the stage for a more efficient, personalized, and cost-effective future.