Beyond chatbots – How generative AI transforms customer service

Generative AI is changing customer service as we know it

Good customer service is good business. And generative AI can be a customer service game changer.

For many customers, dealing with support still brings to mind frustration, and those three blinking dots on the screen. Frustrations are heightened when AI is brought to the mix. Let's face it, pre-generative AI or rule-based chatbots tend to have a bad reputation – deservedly! Their poor natural language understanding and lack of context can lead to frustrating customer experiences.

It's time to move beyond chatbots. What we are currently experiencing is a major evolutionary shift in customer service. Unlike traditional AI, genAI offers more flexible, scalable solutions that understand and generate natural language across multiple formats and channels. When implemented thoughtfully, it enables faster responses, richer interactions, and round-the-clock availability, helping support teams meet growing customer expectations without sacrificing quality.

Real-life examples of genAI in customer service

This white paper explores both customer-facing and back-office implementations of genAI in customer service. We explore concrete ways customer service can be elevated and more efficient through the smart use of the newest technologies. And we don't just scratch the surface – we delve into the underlying technologies and their implementation.

Get real-life examples of generative AI in action in industries such as:

Healthcare
SaaS business
Entertainment
Manufacturing

For each case story, we also showcase how the implementation of generative AI improved real KPIs.

What's in this white paper

Generative AI and the customer service renaissance

We believe customer support shouldn’t be seen merely as the department that handles complaints – it plays a strategic role. And customer support is fundamentally changing in the age of generative AI. This white paper shows why and how it should be part of your company strategy.

Good customer support = good business

Receiving genuinely great service can feel surprising. And when it happens, you will likely tell your friends and family. Your issue gets resolved, and you return – because now you know they’ve got your back. In this part of the paper, we showcase all the KPIs that good customer service can influence.

More than just chatbots: A fundamental shift in customer support

Generative AI can elevate your customer service to an entirely new level. GenAI provides efficient support at scale. But here's the caveat: it shouldn't be a band-aid.

Customer-facing solutions: How can genAI function in everyday customer service?

Knowledge bases, agentic AI, automated phone support, tickets... There is a whole new world of real-life genAI applications in customer interfaces. When done right, genAI can help companies provide faster and higher quality support.

From inbox to insight: GenAI fuels the back office

Yet, generative AI in customer service doesn’t always have to be customer-facing. Effective customer support operations rely on both digital processes and back-office support staff. This begins with structured content creation for the knowledge base and FAQs, supported by clear processes for regularly updating and maintaining these materials. Organizations must also monitor and optimize chatbot responses, while ensuring that human support is available for issues that automated systems can’t resolve.

Under the hood: the architecture of customer support systems

The range of technologies for building genAI-powered systems continues to evolve rapidly. New, more powerful pre-trained models are emerging, while usage costs are steadily falling. Some basic service components are already available as off-the-shelf products and platforms. We explore the technologies you should know today.