The Magic of AI Augmentation and the Future of Customer Service
Table of Contents
- Introduction
- The Paradigm Shift of AI
- The Magic of Augmentation
- Risks and Responsibility of Generative AI
- The Future of Customer Service with Generative AI
- The Importance of Alignment in AI
- The Multimodal Future of AI
- Einstein GPT for Service
- Conclusion
The Paradigm Shift of AI
Artificial intelligence (AI) is the latest paradigm shift in technology, following in the footsteps of mobile, internet search, and cloud computing. As with any new technology, people draw comparisons to previous paradigm shifts. While it is natural to do so, it is important not to do too much of it, as it can lead to a square peg in a round hole situation. However, what We Are seeing on the customer side is that people are treating AI as a paradigm-shifting technology. Companies big and small are rebuilding their roadmap overnight to incorporate this technology, much like they did when the cloud came about.
The Magic of Augmentation
One of the most magical things about AI is augmentation. People who are doing their jobs are suddenly able to do their jobs more effectively without the pain that comes from their job. There is a lot of work associated with TPS report-style work that just exists in our lives, and we are seeing a lot of companies start to automate that work out of their employees' lives. Examples of this include companies like Ironclad, who are building contract management software and magically helping lawyers identify problematic statements in contracts and actually prompting them with suggestions for opposing counsel. This lets the lawyers focus on critical thinking instead of spending their day pouring through documents.
On the chat GPT side, people are blown away by how it has changed their lives. Recently, a chef said that chat GPT changed his life because when a client emails him now and says these are the things I want, instead of spending four hours putting together a menu, he can put ingredients into chat GPT along with some dietary restrictions and then send them back what ends up being a beautiful menu that the client can fiddle with on their own. He was able to run a business again.
Risks and Responsibility of Generative AI
While generative AI has many benefits, there are also risks associated with it. The Sydney example and examples like it are important moments where the market and the public get to see how well-aligned the institutions are that are building this technology. The response from Microsoft was swift and impressive, and it should not go lost on anyone how quickly Microsoft responded to what they identified as really bizarre behavior in the model. However, it is a good thing that Twitter exists because no one is going to be able to hide behind this technology if something weird is happening. The world is going to know about it.
Trust and safety and responsible deployment of AI remain the most important things that open AI can think about. It is front and center for even our customers. There is work that we say no to because it does not actually suit us. As long as we Continue to partner with companies that want to deploy this technology safely and responsibly, we will iteratively introduce the world to what is really a magical technology. Then, as long as we identify the things that are not working fast and update them quickly, like what happened with Bing, it is the most effective way to Roll this technology out.
The Future of Customer Service with Generative AI
As AI continues to evolve, it is changing the customer service and support industry. The Service Cloud has imagined the world looking like a fast happening and a world in which agents, support agents, service people can access a much richer catalog of information about a client or a customer. Suddenly, that customer's experience improves massively. Ultimately, what we are about to see is the improvement of the quality of life in a support agent or in someone in the field who suddenly has better access to information and better suggestions of how to manage complex situations. Everything happens in the margins, and to be able to help those agents in real-time is going to be really powerful. Then, we are going to see all these companies start to report massive improvements in their NPS score, and they are going to point back to Einstein GPT and say, "Look, this experience is making our customers' lives better and our employees' lives better."
The Importance of Alignment in AI
Alignment is a technical, scientific term, but it is this idea that the model is aligned to the interests of a human. It is one thing for a robot to complete a task, but it is another thing for a robot to complete a task in such a way that does not violate laws, does not take You to uncomfortable places, or does not harm something in the process. Everything we do comes from that place. Open AI is also interested in the multimodal future, and you will start seeing us building models that can do a lot more things that humans can do, such as drawing an image and interpreting that image as well. You can imagine a world where a model can not only hear someone talk but also respond as well.
The Multimodal Future of AI
The multimodal future of AI is very interesting. Open AI is building models that can do a lot more things that humans can do. For example, a model can draw an image and interpret that image as well. You can imagine a world where a model can not only hear someone talk but also respond as well. This is a very exciting time for AI, and we are just scratching the surface of what is possible.
Einstein GPT for Service
Einstein GPT for Service is a combination of an ecosystem of partners, including open AI, with Salesforce's proprietary AI models to help agents respond to customer issues much more quickly and service teams to learn and get smarter with every interaction. It is about boosting the customer service agent's productivity and delivering a better-tailored experience for customers.
Conclusion
AI is the latest paradigm shift in technology, and it is changing the way we live and work. While there are risks associated with generative AI, the benefits are enormous. AI is improving the quality of life for people who are doing their jobs, and it is changing the customer service and support industry. As AI continues to evolve, we will see more and more companies start to report massive improvements in their NPS score, and they will point back to Einstein GPT and say, "Look, this experience is making our customers' lives better and our employees' lives better." The future of AI is very exciting, and we are just scratching the surface of what is possible.
Highlights
- AI is the latest paradigm shift in technology, following in the footsteps of mobile, internet search, and cloud computing.
- Augmentation is one of the most magical things about AI.
- Trust and safety and responsible deployment of AI remain the most important things that open AI can think about.
- The multimodal future of AI is very interesting.
- Einstein GPT for Service is about boosting the customer service agent's productivity and delivering a better-tailored experience for customers.
FAQ
Q: What is AI?
A: AI stands for artificial intelligence. It is the latest paradigm shift in technology, following in the footsteps of mobile, internet search, and cloud computing.
Q: What is augmentation?
A: Augmentation is one of the most magical things about AI. People who are doing their jobs are suddenly able to do their jobs more effectively without the pain that comes from their job.
Q: What is the multimodal future of AI?
A: The multimodal future of AI is very interesting. Open AI is building models that can do a lot more things that humans can do.
Q: What is Einstein GPT for Service?
A: Einstein GPT for Service is a combination of an ecosystem of partners, including open AI, with Salesforce's proprietary AI models to help agents respond to customer issues much more quickly and service teams to learn and get smarter with every interaction.