Prashanth Singh, Chief Operating Officer (COO) of LeadSquared, and Pravin Mittal, Director of Engineering at Amazonian Auroras, recently engaged in a conversation discussing the use of generative artificial intelligence (AI) to enhance omnichannel customer service applications while managing costs efficiently. LeadSquared specializes in empowering sales and service organizations through automation, offering solutions to over 250,000 users worldwide.
In the discussion, Singh highlighted LeadSquared’s focus on creating highly connected and automated sales organizations to meet evolving customer service expectations. The company has adapted its platform to provide omnichannel service, integrating AI-powered solutions for faster response times and personalized interactions. The recently launched Service CRM by LeadSquared offers comprehensive support across multiple channels, leveraging generative AI to enhance the customer experience.
With the rise of generative AI, LeadSquared has further evolved its omnichannel services by incorporating chatbots and enhancing the functionality of the Converse messaging platform. By leveraging generative AI technologies such as Recovery Augmented Generation (RAG), LeadSquared has improved frontline service experiences, automated customer conversations, and integrated customer data more effectively into interactions.
Despite challenges in implementing generative AI into their products, LeadSquared has utilized AWS services, such as Amazon Aurora and Amazon SageMaker, to streamline processes and improve customer onboarding times. The integration of large language models (LLM) and dialogue management tools has significantly enhanced the efficiency and accuracy of their chatbots, resulting in a 20% improvement in customer onboarding times.
Moving forward, LeadSquared aims to maintain its competitive edge through continued integration of generative AI technologies. By leveraging AI for services such as summarizing support interactions, sales insights, and customer sentiment analysis, LeadSquared remains committed to helping clients improve revenue streams and enhance customer satisfaction.
In conclusion, the collaboration between LeadSquared and Amazonian Auroras highlights the growing significance of generative AI in optimizing customer service applications. By embracing innovative technologies and leveraging AWS services, companies like LeadSquared are poised to lead the industry in delivering efficient and personalized customer experiences.
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https://aws.amazon.com/blogs/database/executive-conversations-putting-generative-ai-to-work-in-omnichannel-customer-service-with-prashanth-singh-chief-operating-officer-at-leadsquared/