The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers

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 organisations 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 optimise organisational 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;

• About AI, machine learning, and data science
• How to develop an AI vision for your organisation
• How and where to incorporate AI technology in your customer experience flow
• About new roles and responsibilities for your organisation
• How to improve customer experience while optimising 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 organisation

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.