In my eyes, customer service has always been one department that gets very mixed opinions from consumers. While many get the answer to the problem they are facing, it often happens that the answers provided are generalized and don’t fully get to the bottom of the issue at hand. As such, many firms actively look for ways to improve their services in this field and one tool I have recently come across that really seems to have the potential to innovate here is Pragma.ai.
Pragma.ai is a generative AI tool that serves as your personal knowledge assistant. Through the use of different tools, such as Google Drive or Notion, Pragma.ai helps you find the answers you are looking for and even writes emails for you if necessary (Pragma, 2023). One of its main features, its Chrome Extension, makes use of AI to auto-suggest a potential reply in Gmail while taking into account the previous messages you sent. Alongside auto-suggestions, it even has the capability to redraft the emails you are composing, so that the perfect response is drawn up for you. It can look into your previous files and the company database to come up with an accurate response to the issue at hand (“Pragma’s chrome extension,” 2023).
In the video below you can get a brief overview of what Pragma.ai has to offer:
The use of this tool brings many benefits to companies, such as avoiding knowledge gaps the employees might have and even respond to clients in a more accurate manner, but it most certainly leaves us questioning the following:
To what extent will customer service department composed of human staff still be a necessity?
We are reaching a point where almost everything can be automated and departments like customer service are losing their value over time. While the familiarity of talking to a real human-being is still a valuable asset to some people, the stigma behind resolving issues at hand with the mere help of AI has been rapidly changing.
As far as I see it, it won’t be long before we go from the use of AI tools like Pragma.ai to fully automated systems.
References
(2023). Pragma. https://www.pragma.ai/
Pragma’s chrome extension. (2023). Pragma. https://www.pragma.ai/chrome-extension
Solutions. (2023). Pragma. https://www.pragma.ai/solutions
Thank you for this post and for introducing me to the world of Pragma.ai. This is indeed a very interesting yet practical topic. I worked at the HQ of a hotel chain as a BA before. Customer service quality is highly important in the hospitality industry. That is why, in my company, each of the employees must do an experience shift in the customer service team. It was a really valuable experience that made me realise in customer service a lot of time could be saved by adopting AI. In my opinion, trivial tasks can be easily solved by GAI as it offers extreme efficiency for the customers and agents. However, when it comes to personal issues such as complaints, it would be effective to have human interaction. As a customer, I value human interactions and efficiency in problem-solving. It would be an important subject for the company to balance the two elements. Do you agree?