The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers (客戶服務與支援中的人工智慧革命：有效部署人工智慧以最佳服務客戶的實用指南)
Smith, Ross, Cubino, Mayte, McKeon, Emily
- 出版商: Pearson FT Press
- 出版日期: 2024-07-12
- 售價: $1,620
- 貴賓價: 9.5 折 $1,539
- 語言: 英文
- 頁數: 544
- 裝訂: Quality Paper - also called trade paper
- ISBN: 0138286507
- ISBN-13: 9780138286507
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相關分類:
人工智慧
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相關主題
商品描述
In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity.
A portion of the book's proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education.
IN THIS BOOK YOU'LL LEARN
- About AI, machine learning, and data science
- How to develop an AI vision for your organization
- How and where to incorporate AI technology in your customer experience fl ow
- About new roles and responsibilities for your organization
- How to improve customer experience while optimizing productivity
- How to implement responsible AI practices
- How to strengthen your culture across all generations in the workplace
- How to address concerns and build strategies for reskilling and upskilling your people
- How to incorporate games, play, and other techniques to engage your agents with AI
- Explore thought experiments for the future of support in your organization
"Insightful & comprehensive--if you run a service & support operation, put this book on your essential reading list right now!"
--PHIL WOLFENDEN, Cisco, VP, Customer Experience
"This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we're experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind."
--BRYAN BELMONT,
Microsoft, Corporate VP, Customer Service & Support
"The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami."
--PHAEDRA BOINODIRIS, Author, AI for the Rest of Us
商品描述(中文翻譯)
在快速演變的人工智慧（AI）領域，客戶服務和支援專業人員正處於利用這項創新技術推動客戶成功的最佳位置。《客戶服務與支援中的AI革命》是一本實用指南，專為希望在其組織中利用生成式AI力量以創造更強大客戶和員工體驗的專業人士而設計。本書旨在為您提供知識和信心，以擁抱AI革命，並將技術（如大型語言模型（LLMs）、機器學習、預測分析和遊戲化學習）整合到客戶體驗中。開始您的旅程，有效利用這項技術以優化組織生產力。
本書部分收益將捐贈給非營利組織Future World Alliance，專注於K-12的AI倫理教育。
在本書中，您將學到：
- 有關AI、機器學習和數據科學的知識
- 如何為您的組織制定AI願景
- 如何以及在哪裡將AI技術納入您的客戶體驗流程
- 有關您組織的新角色和責任
- 如何在優化生產力的同時改善客戶體驗
- 如何實施負責任的AI實踐
- 如何在工作場所加強各世代之間的文化
- 如何解決擔憂並建立重新技能和提升技能的策略
- 如何將遊戲、遊玩和其他技術納入以吸引您的代理人使用AI
- 探索您組織未來支援的思考實驗
「深具洞察力且全面——如果您經營服務和支援業務，現在就把這本書列入您的必讀書單！」
——PHIL WOLFENDEN，Cisco，客戶體驗副總裁
「這本書在我們進入一個前所未有的時期時，既及時又相關，這一時期由生成式AI驅動。我們所經歷的變化的規模和速度令人驚訝，而這本書在平衡技術知識與我們必須時刻考慮的人與倫理問題方面做得非常出色。」
——BRYAN BELMONT，Microsoft，客戶服務與支援企業副總裁
「這本書的作者無疑是在客戶支援環境中實現生成式AI的前線，他們深知支援的核心是人與真誠的人際連結。本書帶您走過他們的旅程，讓人始終處於這場技術海嘯的中心。」
——PHAEDRA BOINODIRIS，作者，《AI for the Rest of Us》
作者簡介
Ross Smith is a Fellow of the Royal Society of the Arts, Co-Founder of the Future World Alliance, the author of The Practical Guide to Defect Prevention and holds seven patents. He is a PhD scholar at University College Dublin's SMARTLab program, focused on AI, automation, worker displacement, and the future of work. To further this effort, he is a co-founder of the Future World Alliance, a nonprofit committed to responsible AI for the next generation. He has been part of the White House Champions of Change. He has worked at Microsoft for over 30 years.
Emily McKeon is currently a Communication Director at Microsoft focused on global strategic business and executive communications designed to strengthen employee engagement and drive value for the Customer Service and Support business. Simplifying the complex is her superpower, developed over 25 years at Microsoft through a variety of roles across communications and HR disciplines. She has vast communication experience and a strong depth of knowledge in customer support, global diversity & inclusion, and employee engagement.
Mayte Cubino Gonzalez is the EMEA Director for MS Office and Project/Planner Technical Engineering Support at Microsoft, and the Site Lead and board member of Microsoft Portugal (1,700+ employees). Prior to joining Microsoft in 2021, Mayte worked for 15 years at Cisco where she held a variety of leadership and engineering roles. Her passion for people and technology has driven her to lead several Employee Resource Groups/Orgs at a regional and global level, as well as numerous award-winning initiatives in the area of Diversity and Inclusion (Disabilities, Women, STEM, Latino/Hispanic) and Employee Experience. She was recognized in 2016 with the European Disability Champion award for her work in raising awareness about hidden disabilities and workplace adjustments.
作者簡介(中文翻譯)
羅斯·史密斯（Ross Smith）是英國皇家藝術學會的研究員，未來世界聯盟的共同創辦人，《缺陷預防實用指南》的作者，並擁有七項專利。他是都柏林大學的SMARTLab計畫的博士研究生，專注於人工智慧、自動化、勞工置換及未來工作。為了進一步推進這項努力，他是未來世界聯盟的共同創辦人，這是一個致力於為下一代負責任的人工智慧的非營利組織。他曾參與白宮變革冠軍計畫，並在微軟工作超過30年。
艾蜜莉·麥基恩（Emily McKeon）目前是微軟的傳播總監，專注於全球戰略業務和高層溝通，旨在加強員工參與並為客戶服務與支持業務創造價值。簡化複雜事物是她的超能力，這項能力在微軟25年的各種傳播和人力資源角色中得以發展。她擁有豐富的溝通經驗，並在客戶支持、全球多樣性與包容性以及員工參與方面擁有深厚的知識。
梅特·庫比諾·岡薩雷斯（Mayte Cubino Gonzalez）是微軟MS Office及Project/Planner技術工程支持的EMEA總監，也是微軟葡萄牙（超過1,700名員工）的現場負責人及董事會成員。在2021年加入微軟之前，梅特在思科工作了15年，擔任多個領導和工程職位。她對人員和技術的熱情驅使她在區域和全球層面上領導多個員工資源小組/組織，以及在多樣性和包容性（殘障、女性、STEM、拉丁裔/西班牙裔）和員工體驗領域的多個獲獎倡議。她於2016年因在提高對隱性殘障和工作場所調整的認識方面的工作而獲得歐洲殘疾冠軍獎。
