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. Generative AI has made amazing advances in the last year, and customer service and support is one of the most important areas where this new technology can have an immediate impact. While the technology is not yet in a place where it will fully replace agents and support engineers, it can do wonders to dramatically improve customer experience while also contribute to the optimization of productivity in various ways. This book help readers understand how and where to incorporate AI technology into the flow of the customer experience. Large Language Models (LLMs) are the latest and most advanced stage of LMs, which aim to build very large-scale and powerful LMs that can generate natural language texts across multiple domains and tasks, given minimal or no supervision. LLMs rely on massive amounts of computation and data and use sophisticated optimization and regularization techniques, such as self-attention, dropout, or layer normalization, to train billions or trillions of parameters. Some of the most prominent examples of LLMs are GPT-3, GPT-3.5 (Instruct GPT) and GPT-4, developed by OpenAI.

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