Artificial intelligence (AI) and machine learning (ML) are changing the way companies deliver impactful customer experiences. Today’s innovative solutions can provide omnichannel self-service capabilities, assist agents with recommendations that resolve issues faster, and uncover real-time insights into customer conversations—across any channel.

In this clip, John Ragsdale, Distinguished Researcher, VP Technology Ecosystems at TSIA, and Esther Lee, Principal Product Manager at AWS, explain some current and future use cases for AI and ML in service and support.

In this webinar, John and Esther discussed how generative AI can transform interactions across the customer lifecycle, including digital sales, case deflection, agent effectiveness/productivity, and increased expansion and renewal rates.

➡️Watch the full webinar here: https://www.tsia.com/webinars/experie...

TSIA, the Technology & Services Industry Association, is a research and advisory firm on a mission to help technology companies drive profitable growth by providing world-class business frameworks, validated best practices, detailed performance benchmarking, and exceptional networking opportunities. 📈

Follow us for more insights! 💡

➡️ LinkedIn:   / 587137  
➡️ Twitter:   / tsiacommunity  
➡️ Instagram:   / tsiacommunity  
➡️ Facebook:   / tsiacommunity  

CHAPTERS
00:00-1:03 Current Use Cases for AI in Support
1:04-4:00 Future Use Cases for AI in Support
4:01-6:25 How AWS Uses AI and ML in Service and Support
6:26-6:43 Use Cases that AWS Sees for AI and ML
6:44-9:26 Self-Service
9:27-10:21 Agent Assist
10:22-11:13 Analytics