3 ways to make CX your competitive advantage with generative AI

According to a recent Forrester survey*, 53 percent of businesses use AI-driven predictive capabilities to route chat responses and 54 percent of businesses agree that agents benefit from a 360-degree view of customer conversations.

One such business using this technology is Freshpet. It became apparent in early 2022 that much of Freshpet’s customer base were Millenials and Gen Z and, therefore, more likely to expect self-service options. Upon learning this, Freshpet launched its live chat function, named ‘Scout’, in Q3 2022. Since then, the pet food giant has seen a 98 percent match rate and a major reduction in call volumes, freeing up agents to focus on more complex customer queries.

Today, Freshpet can be found in over 10 million households in the US and has surpassed $1 billion annual revenue. Now, Freshpet, like many other businesses working with chatbots, is turning towards the future. Generative AI is promising to improve efficiency and customer service while reducing operational costs in the contact center. CX and customer support teams must, however, ensure they have the correct infrastructure in place to integrate this new technology safely and effectively.

In this webinar, our expert speakers delved into Freshpet’s chatbot successes before discussing how the latest innovations in generative AI can empower your customer service teams to achieve incredible results like those outlined above.

Watch this webinar to learn more about:

• How to handle peak and holiday seasons without increasing agent headcount using AI-powered chatbots, with examples from Freshpet’s case study.
• Empowering agents to provide personalized support with generative AI.
• Leveraging generative AI for meaningful customer insights.