It\u2019s time to move beyond the hype \u2013 4 practical steps to define future use cases for self-help and optimized digital customer experiences.<\/p>\n
It is easy to be impressed by the generative capabilities of advanced AI models like ChatGPT and to imagine the many potential use cases for Large Language Models and Generative AI tools for Support and Customer Success.<\/p>\n
The reality is that the promise and potential of these technologies will not be instantly realized.<\/p>\n
The journey to the ideal future state for self-service and digital engagement requires a clear vision for the future, an understanding of your current state of self-services and a roadmap to guide your journey.<\/p>\n
Incremental improvements to self-help have been ongoing, but profound transformation of the entire self-help paradigm now seems possible.\u00a0 Sometimes it takes a transformative use case to show us a better way forward.<\/p>\n
The simple elegance of ChatGPT is that you ask a question and you get THE answer, and in the business of Support, isn\u2019t this what it is really all about?\u00a0 Sure, there are many use cases beyond answering support questions, but large language models and generative AI offer the potential for a new tool set to accelerate the use and effectiveness of self-help.<\/p>\n
These tools do not offer a silver bullet but open the doors to what is possible.\u00a0 Our challenge is to envision the future use cases and apply the technology to deliver new and exceptional digital experiences.<\/p>\n
Here are the practical steps to begin defining this roadmap:<\/p>\n
ChatGPT gives us a glimpse into how Large Language Models and generative capabilities can potentially deliver a superior digital customer experience compared to today\u2019s current approaches.\u00a0 Before we can implement the tools, we need to define the use cases.<\/p>\n
Consider how you can use next generation technologies to deliver an ideal digital customer experience by answering the following questions:<\/p>\n
As you envision what the ideal future state will look like you need to assess how well you are delivering against your ideal future digital experience.<\/p>\n
It\u2019s time to identify the gaps between what you want to do in the future and what you are doing today.\u00a0 This gap analysis will provide the foundation for defining your journey to a better future state of self-help and digital engagement.\u00a0 Consider the following:<\/p>\n
Your roadmap is your guide to future use cases.\u00a0 The process of comparing your ideal future state to your current state provides a perspective on the length and complexity of the journey ahead.<\/p>\n
A well-defined roadmap will help to prioritize initiatives, define timelines, and establish funding and resource requirements.\u00a0 Few companies can afford to do everything, everywhere all at once so making a plan is essential.<\/p>\n
If you\u2019re trying to figure out what to do with ChatGPT or how to apply it \u2013 we can help.<\/p>\n
We work with Service leaders and their teams to identify specific use cases for ChatGPT-like technologies and the actions necessary to implement. Take advantage of our research and industry insights to move ahead faster and avoid unnecessary obstacles.<\/p>\n
Let\u2019s schedule time<\/a> to discuss how we can help you with next steps and best practices.<\/p>\n Check out Preparing For Next-Gen Service Technologies<\/a> for the latest articles and resources related to ChatGPT and Generative AI.<\/p>\n At ServiceXRG we believe that great services lead to great business outcomes. That’s why we provide leaders like you with insights and a roadmap to retain more customers, lower delivery costs, and grow faster. Learn more<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":" It\u2019s time to move beyond the hype of advanced AI models like ChatGPT. This article introduces 4 practical steps to define future use cases for self-help and optimized digital customer …<\/p>\n","protected":false},"author":4,"featured_media":253766,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[30,50,14],"tags":[303,90,294],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253764"}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=253764"}],"version-history":[{"count":6,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253764\/revisions"}],"predecessor-version":[{"id":253795,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253764\/revisions\/253795"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/253766"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=253764"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=253764"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=253764"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}