David Edelman’s Post

These are great use cases for Gen AI “out of the box”. I put that in quotes since a great deal of analysis and integration needs to be performed to achieve this functionality as you point out, Tom. But it shows the tremendous power of prompting with a foundational classification schema. Figuring out the use cases and business process workflows (and integrating via RPA types of tools) are heavier lifting (but still low effort compared with value). The technology of the task has a lower chance of hallucination because they are zero shot prompts - providing the data and asking the model to perform straight up out-of box functionality. Great article.

GenAI real world value ($) generating use case, especially for teams struggling to produce an effective applied use case for Gen AI for strategic business advantage. Customer Service (at scale) -> requires least friction, almost always makes you more customer-centric and can be scaled to make your customer feel more special as well as your employees smarter ! #genaimonetization #genai #llms #crm #customersuccess #customerservice #voiceofcustomer #voc #realworldapplication #businessdifferentiator

#GenAI Can Help Companies Do More with Customer Feedback, via Harvard Business Review. I had fun working with Tom Davenport and Jim Sterne on this article. These are exciting times!

GenAI Can Help Companies Do More with Customer Feedback

GenAI Can Help Companies Do More with Customer Feedback

Bad customer service negatively impacts retention. One way AI can solve customer service woes is by automatically analyzing keywords to prioritize customer needs. These tools also have the power to save agents time by taking over manual and routine tasks. See four other ways AI can help you take your CX to the next level: https://lnkd.in/eJWP4Ak6 #customerservice #artificialintelligence #digitaltools

Struggling with slow response times from your customer support team? AI can transform customer service efficiency to help you keep up with the pace of 2025. 🏎️🏃🏽♀️ Discover the difference automated customer service can make. Download the guide now: [https://hubs.li/Q02WvwC60] #CustomerServiceMetrics #AutomatedCustomerService #CustomerExperience2025

AI is changing the way Contact Centers do business and as it evolves the use cases will continue to expand and enhance customer outcomes for centers of all sizes.

73% of support leaders expect AI-assisted customer service within 5 years. Businesses that delay AI adoption risk falling behind and increasing operational costs. Here’s how this could benefit your business: 1️⃣ Boost Efficiency: AI-driven customer support can improve productivity by up to 50%. 2️⃣ Enhance Customer Experience: Personalized AI responses increase customer satisfaction and retention. Want to stay ahead? Subscribe to my newsletter 📧 for more insights on how AI can transform your business:

The digital transformation of customer service channels has accelerated, significantly increasing customer service interactions via social media, customer portals, online chat features, and video support.📱 We discuss this further in our latest report, How to Meet Evolving Customer Expectations with Artificial Intelligence. Read the full report here: https://okt.to/AZ9EhK #customerexperience #CustomerExperiences