{"product_id":"ai-revolution-in-customer-service-and-support","title":"AI Revolution in Customer Service and Support","description":"\u003ch5\u003e\u003cspan style=\"color: rgb(192, 80, 77);\"\u003eLearn how to deploy custom models leading to a revolution in the world of customer service and support\u003c\/span\u003e\u003c\/h5\u003e\u003cp\u003eGenerative 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 will help readers understand how and where to incorporate AI technology into the flow of the customer experience.\u003c\/p\u003e\u003cp\u003eThis book is designed for those who are pretty well versed in the customer service and support experience - they understand how service and support works, are familiar with call center operations, and ticketing, issue resolution, escalations, etc. In addition, they are hearing and seeing the growing buzz around AI and curious about how this might affect their business. The assumption is that the reader has little to no understanding of AI, large language models (LLMs), machine learning, predictive analytics, augmented reality, or any other evolving technology. This is a book to introduce how they can apply these new technologies in their business to drive greater customer experiences.\u003c\/p\u003e\u003cp\u003eWritten by AI and Customer Support experts at Microsoft, a leader in both fields\u003cbr\u003eWritten for a broad, non-technical audience of anyone involved in Customer Support\u003cbr\u003eAssumes no previous experience with AI, LLMs, Machine Learning, or Data Scienc\u003c\/p\u003e\u003ch4\u003e\u003cspan style=\"color: rgb(192, 80, 77);\"\u003eTable of Contents\u003c\/span\u003e\u003c\/h4\u003e\u003cp\u003ePart I: Introduction to AI and Its Applications in Support\u003c\/p\u003e\u003cp\u003e1          The Seeds of an AI Revolution\u003c\/p\u003e\u003cp\u003e2          Overview of Generative AI and Data Science Machine Learning\u003c\/p\u003e\u003cp\u003e3          Application Areas of AI in Support\u003c\/p\u003e\u003cp\u003ePart II: Practical Guidance for Creating and Deploying AI Models on Your Own Enterprise Content\u003c\/p\u003e\u003cp\u003e4          Vision of Success\u003c\/p\u003e\u003cp\u003e5          Discover: Laying the Foundation\u003c\/p\u003e\u003cp\u003e6          Design: Building the Blueprint\u003c\/p\u003e\u003cp\u003e7          Develop: Crafting the Solution\u003c\/p\u003e\u003cp\u003e8          Diagnose: Ensuring Effectiveness\u003c\/p\u003e\u003cp\u003e9          Deploy: Launching the Solution\u003c\/p\u003e\u003cp\u003e10        Detect: Monitoring \u0026amp; and Feedback\u003c\/p\u003e\u003cp\u003ePart III: Important Considerations for AI Model Creation and Deployment\u003c\/p\u003e\u003cp\u003e11        Responsible AI and Ethical Considerations in Customer Support\u003c\/p\u003e\u003cp\u003e12        Culture Considerations\u003c\/p\u003e\u003cp\u003e13        Defining the Metrics that Matter in this New Era of AI\u003c\/p\u003e\u003cp\u003e14        Utilization of AI for Operational Success\u003c\/p\u003e\u003cp\u003e15        Evolution of Roles in Support as a Result of AI Implementation\u003c\/p\u003e\u003cp\u003ePart IV: Gamified Learning and Future of Work in Support\u003c\/p\u003e\u003cp\u003e16        Games, Play, and Novelty in the Age of AI\u003c\/p\u003e\u003cp\u003e17        Leadership Excellence in the Era of AI\u003c\/p\u003e\u003cp\u003e18        Future of Work: Navigating the AI Revolution\u003c\/p\u003e\u003cp\u003e19        Next Steps and Conclusion\u003c\/p\u003e\u003ch4\u003e\u003cspan style=\"color: rgb(192, 80, 77);\"\u003eAbout the Author\u003c\/span\u003e\u003c\/h4\u003e\u003cp\u003e\u003cstrong\u003eRoss Smith\u003c\/strong\u003e 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.\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eEmily McKeon\u003c\/strong\u003e 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 \u0026amp; inclusion, and employee engagement.\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eMayte Cubino Gonzalez\u003c\/strong\u003e 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.\u003c\/p\u003e","brand":"Pearson Education","offers":[{"title":"Default Title","offer_id":50506355834950,"sku":"9780138286507","price":2955.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0754\/2797\/1142\/files\/51vdcwvQUkL._SY342.jpg?v=1790327891","url":"https:\/\/cb-india.com\/products\/ai-revolution-in-customer-service-and-support","provider":"Computer Bookshop (India) Pvt Ltd","version":"1.0","type":"link"}