Generative AI: Unlocking the Potential for Customer Service Automation

The rapid advancements in Generative AI have opened up new avenues for customer service automation. As more organizations strive to improve customer experience and streamline their operations, integrating AI-driven solutions such as ChatGPT becomes increasingly critical. In this article, we discuss the potential of Generative AI for customer service automation and share insights from a recent workshop with several large Swiss banks and insurance companies, where we evaluated the capabilities of ChatGPT in this context.

The Role of Generative AI in Customer Service Automation

Generative AI models such as ChatGPT have demonstrated remarkable potential in understanding and generating human-like text, enabling businesses to automate various customer service tasks, including customer support, sales, and lead generation. As a result, these AI-driven solutions can help organizations reduce operational costs and provide faster and more efficient customer service, increasing customer satisfaction.

Workshop Insights: Exploring the Potential of ChatGPT for Customer Service Automation

In a collaborative workshop with several large Swiss banks and insurance companies, we examined the practical applications of ChatGPT for customer service automation. The participating companies were eager to explore the capabilities of Generative AI in automating customer interactions and streamlining their operations.

Furthermore, the workshop focused on evaluating the potential of ChatGPT for various customer service scenarios, such as handling customer inquiries, providing personalized product recommendations, and resolving technical issues. In addition, participants shared their experiences and perspectives on how Generative AI can enhance their businesses, identifying key challenges and opportunities.

The insights gathered from this workshop highlighted the importance of leveraging Generative AI for customer service automation to improve customer experience, reduce response times, and optimize overall operations.

Analytics Translators (End-To-End Thinker): Bridging the Gap Between AI and Business

As adopting AI-driven solutions becomes increasingly vital for businesses, analytics translators - individuals who connect day-to-day business operations with data and AI teams - become crucial. These professionals ensure that AI projects address pressing business challenges effectively by translating organizational goals into data-driven questions and use cases.

Thus, the success of AI implementation for customer service automation hinges on the collaboration between data scientists, AI teams, and business stakeholders. Analytics translators are vital in facilitating this collaboration, ensuring that AI solutions such as ChatGPT deliver tangible value and align with the organization’s objectives (i.e., end-to-end thinking).


Integrating Generative AI in a company’s customer service landscape can revolutionize the industry by automating various tasks and enhancing customer experience. Our workshop provided valuable insights into the practical applications of ChatGPT for customer service automation. Moreover, the role of analytics translators is critical in ensuring the successful implementation of AI-driven solutions, bridging the gap between AI teams and business operations. By fostering effective collaboration, these professionals pave the way for organizations to harness the power of Generative AI and drive their data-driven transformation.

Ivo Blohm - the researcher on digitization

Name: Ivo Blohm
Function: Associate Professor for Information Systems and Business Analytics at Institute of Inormation Management, HSG, Lecturer EMBA HSG in Business Engineering and CAS Big Data & AI
Age: 38
Place of residence: St. Gallen
Family: married, two children
Education: Studies and PhD, TU Munich, Habilitation at the University of St. Gallen