The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers
Language: English
Published by Pearson, 2024
- Softcover
- New
Seller: Lakeside Books, Benton Harbor, MI, U.S.A.Lakeside Books
AbeBooks seller since April 6, 2017
Condition: New
£ 23.85
Quantity: Over 20 available
Add to basketItem description from seller
Brand New! Not Overstocks or Low Quality Book Club Editions! Direct From the Publisher! We're not a giant, faceless warehouse organization! We're a small town bookstore that loves books and loves it's customers! Buy from Lakeside Books.
Seller Inventory # OTF-S-9780138286507
- Title
- The AI Revolution in Customer Service and Support: A Practical Guide to Impactful Deployment of AI to Best Serve Your Customers
- Author
- Smith, Ross, Cubino, Mayte, McKeon, Emily
- Publisher
- Pearson
- Publication year
- 2024
- Condition
- New
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 0138286507
- ISBN 13
- 9780138286507
- Seller catalogs
- 0, VCF
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.
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 AI, machine learning, and data science
- How to develop an AI vision for your organization
- How and where to incorporate AI technology in your customer experience fl ow
- About new roles and responsibilities for your organization
- How to improve customer experience while optimizing 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 organization
“Insightful & comprehensive―if you run a service & support operation, put this book on your essential reading list right now!”
―PHIL WOLFENDEN, Cisco, VP, Customer Experience
“This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.”
―BRYAN BELMONT,
Microsoft, Corporate VP, Customer Service & Support
“The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments… and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.”
―PHAEDRA BOINODIRIS, Author, AI for the Rest of Us
"Synopsis" may belong to another edition of this title.
About the Author
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.
"About the title" may belong to another edition of this title.
Lakeside Books
Benton Harbor, MI, U.S.A.
AbeBooks seller since April 6, 2017
Shipping rates within U.S.A.
| Item | 4 to 14 business days | 2 to 7 business days |
|---|---|---|
| First item | £ 3.01 | £ 9.81 |
Payment methods
Specialty
New and UsedSeller's business information
Ambis Enterprises LLC
3247 Territorial Rd
Benton Harbor, MI U.S.A. 49022
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to Lakeside Books, Benton Harbor, Michigan, U.S.A., +1 2699258339, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.