Patricia Lughezzani
Founder, PL Support Solutions &
Executive Advisor,
Grazitti Interactive
This season explores the integration of Generative AI within customer support, investigating its potential and highlighting real-world achievements. The episodes reveal the latest developments influencing the industry and provide a strategic framework for adoption. Patricia Lughezzani returns to share her expertise on how GenAI optimizes support organizations, facilitates growth, and enhances customer retention.
Key Takeaways:
- Support leads current AI implementation and future investment trends.
- LLM technology improves workflow quality and reduces operational costs.
- Generative AI enables the delivery of hyper-personalized customer experiences.
- AI adoption evolves the support organization rather than eliminating it.
Key Takeaways:
- Address and overcome the challenges that lead to customer mistrust of AI.
- Implement GenAI incrementally with a focus on internal testing first.
- Balance content curation with assisted workflows to drive adoption.
- Focus on creating engaging, high-trust experiences for all users.
Key Takeaways:
- Develop a multi-year roadmap for strategic GenAI investments.
- Harness advanced language capabilities across all support workflows.
- Align current planning with long-term AI strategy horizons.
- Leverage specialized GenAI tools to enhance ecosystem performance.
Key Takeaways:
- Analyze the total cost of ownership for GenAI implementation.
- Mitigate customer concerns regarding the use of LLMs in support.
- Identify and solve technological challenges during deployment.
- Convert implementation obstacles into opportunities for innovation.
Key Takeaways:
- Identify and address employee concerns regarding AI technology.
- Articulate clear professional benefits of AI for the support team.
- Use transparent communication and feedback loops to build buy-in.
- Position AI adoption as an opportunity for career growth.
Key Takeaways:
- Identify the primary drivers of ROI in AI projects.
- Track how AI investments translate into measurable cost savings.
- Analyze the impact of GenAI on core support success metrics.
- Apply various methodologies to calculate and report on ROI.
Key Takeaways:
- Explore industry-specific opportunities for Generative AI.
- Learn from success stories across tech, manufacturing, and government sectors.
- Identify methods to optimize support operations via vertical-specific AI.
- Use AI to reduce operational costs while enhancing the user experience.
Want to Know More About Launching Premium Support for Your Enterprise? Ask Patricia!
Patricia Lughezzani
Founder, PL Support Solutions & Executive Advisor,
Grazitti Interactive
Grazitti Interactive
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