Uses of artificial intelligence: how to apply it to your CX and customer service

AI is opening more and more doors in CX and customer service, but whenever promising advancements emerge, it is essential to approach them with a solid understanding. There are many technologies expanding the possibilities of customer experience, but sometimes their real-world applications can be confusing

If you are considering implementing one or several types of artificial intelligence into your processes to enhance the efficiency and quality of your customer experience initiatives, here are some practical examples of AI-powered solutions applied to CX.

What are the uses of artificial intelligence?

AI can be classified in different ways depending on the criteria we focus on. In the context of CX and customer service, the most common use cases include:

1. Generative artificial intelligence (GenAI)

Based on an automated model, it learns patterns and relationships within a dataset to generate content, whether text, voice, audio, video, or images. Some common applications include chatbots and voicebots, interfaces for querying data, or automating repetitive tasks like request-for-proposal submissions. According to Gartner, by 2027 more than 50% of generative AI models will be specific to a particular industry, or even to individual departments.

2. Conversational artificial intelligence

Conversational AI is designed to simulate human conversation and process natural language in order to interact with people. Some common applications include

• TTS (text-to-speech) technologies: these convert written text into audible human-like speech so that a machine can “read” it aloud in a natural and understandable way.
• STT (speech-to-text) technologies: these turn spoken audio into written text so that a machine can “hear” and transcribe what has been said. These two technologies are often used together to enable more intuitive and natural communication between humans and machines.

3. Agentic AI

Agentic AI refers to systems capable of performing tasks autonomously through their own workflows, often integrated with business software. These systems go beyond just natural language processing (NLP), incorporating features like decision-making, problem-solving, and action execution. A real-world example would be the virtual AI agents you can build using Inagent, our automation solution for CX.

These AI capabilities can be combined to create more powerful systems that bring together the strengths of each technology. The result is faster customer service and a smooth, seamless experience across all communication channels.

Uses of AI: What’s the difference between an assistant and an agent?

AI-powered technologies are transforming the customer experience industry across the board, from back-office operations (agent tasks) to front-end interactions (direct communication with customers).

In a fast-changing landscape where new applications seem to appear almost daily, it’s important to distinguish between two main ways AI is used in CX and customer service: one supports human agents, and the other interacts with users independently.

1. AI assistants: the support that helps you move forward

In the CX industry, when we talk about AI assistants or AI copilots, we are usually referring to features that software providers add to their products by integrating AI to support human agents in handling back-office tasks more efficiently and easily. These tools boost internal productivity by helping human teams work faster in their day-to-day operations, and they are especially useful for repetitive tasks like responding to emails or messages.

A key characteristic of AI assistants or copilots is that they are not autonomous, meaning they do not act on their own. Their main role is to enhance the personal capabilities of human agents.

Some practical examples include:

1. Writing assistant with GenAI: in the context of contact center software, these assistants help generate message templates and suggest predefined replies based on the company’s knowledge base. This enables agents to respond to customers more quickly without losing the warmth and friendliness of human interaction.
2. Data analysis and reporting assistant with GenAI: in marketing automation and contact management software, these AI assistants help teams interpret results, generate metrics, and detect behavioral patterns to make better decisions, for example, reallocating budget across marketing campaigns or adjusting commercial strategies in response to market shifts.
3. Automatic transcription technology with GenAI: while not an AI assistant in the strictest sense, this is a use of conversational AI focused on transcribing and analyzing customer conversations. Los Speech analytics systems (such as Inspeech) use this AI-powered technology to automate quality monitoring. This gives supervisors a broad overview of what is happening and allows them to take proactive, tailored actions.

2. AI agents: the future of CX automation with human touch

AI agents, on the other hand, are advanced software systems specifically designed to interact with customers across multiple communication channels or to carry out tasks autonomously using programs like CRMs or ERPs. When they reach a point where they cannot resolve a customer’s issue or don’t know how to proceed, they seamlessly hand the conversation over to a human agent.

AI agents interact directly with customers, automating the CX process and creating a collaborative framework between AI and human agents. However, this is not an overnight development, it is the result of a complex technological evolution, with agentic AI at the core of the latest generation of AI agents.

In this context, Inagent, Inconcert’s AI agent solution, uses natural-sounding voice interactions and can handle complex inquiries, in a friendly, human-like tone, available in multiple languages and regional variations. Plus, agentic AI technology makes it possible to deploy unique capabilities such as:

• Configuration and training are done in natural language, powered by generative AI.
• Omnichannel solution: only one setup is needed to deploy the agent across all voice and text channels.
• Integration with contact centers enables smooth handoff to a human agent when the AI cannot resolve the issue. It can also perform actions by connecting with ERPs, management systems, or CRMs.
• Real-time monitoring and control: the dashboard allows supervisors to track activity and step in when needed, especially during sensitive conversations.
• Multi-agent architecture: different AI agents can be set up for specific business areas (billing, tech support, sales, etc.) to maximize resolution rates.

Inconcert, your AI-powered CX solutions partner

At Inconcert, artificial intelligence has been one of our greatest allies for years. We have integrated its most powerful capabilities across our entire suite of solutions, from AI assistants that support human agents with back-office tasks, to fully autonomous AI agents handling complete customer-facing processes.

We embed cutting-edge technologies like GenAI into our products and continuously expand our portfolio with the latest innovations, whether it’s conversational AI or agentic AI. Ready to elevate your customer experience and empower your teams? Request a demo of our solutions, we would love to talk!