No more deflection: reengineering customer service with generative AI for competitive advantage

Register to watch the full Webinar

Learning from the mistakes of the first generation of customer service chatbots, to turn customer service from a cost centre into your business’ competitive advantage.

Generative AI has the potential to unlock tremendous value from your customer support teams. But only when it’s applied in a thoughtful way that addresses how your agents make decisions in the heat of the moment. 

In this webinar, discover how to re-engineer your customer service team from a cost centre into a platform for growth with Faculty’s tried and tested ‘decision loop’ methodology. And learn why the time to get started is now.

  • Understanding the fundamental challenge of customer service at scale, and learning from the mistakes of legacy chatbots and other ‘deflection’ strategies.
  • A new model for applying generative AI to customer service operations. One that starts with, and reshapes, the decision making processes of your agents.
  • Working examples of this ‘decision loop’ model in practice, and actionable steps for how to get started today.

Joe Mills

Senior Manager, Faculty

Joe has over 15 years of experience in commercial and strategic roles in retail and consumer goods businesses including Mars and Molson Coors.

Prior to joining Faculty, Joe worked on pricing strategy at Asda. With both technical and commercial expertise, Joe’s passion is in translating commercial problems into technical solutions that deliver growth for Faculty’s clients.