GenAI in
customer service:
early lessons
Five common myths that distort the real value of GenAI in practice
In this white paper, Konecta aims to cut through the noise and uncover the likely impacts of GenAI in customer service environments. Based on early deployment results, employee & end-user sentiments, and case studies, we debunk five prevalent myths that distort the true value, and limitations, of GenAI in practice.
As organizations move from experimentation to scale, understanding these dynamics is critical. By challenging these assumptions, we provide business and operations leaders with a clearer, evidence-based view of GenAI’s potential and help guide smarter deployment strategies.
By accessing this white paper, you will have a clearer, evidence-based view of GenAI’s potential and insights for smart deployment strategies.
Unmasking the top 5 myths of GenAI
Myth #1: GenAI only decreases cost
Reality: GenAI boosts productivity and unlocks new commercial value
Despite early enthusiasm for GenAI in customer service, focused on profitability and proven productivity gains, a broader view reveals that it significantly improves customer engagement, agent performance and business results.
A 6-week deployment of GenAI-powered insights in customer service at a leading European insurer demonstrated that agents' conversion rate increased significantly (+40% versus their baseline) and led to a better customer engagement.
GenAI does more than streamline operations, it enhances agent performance to deliver measurable commercial impact, by playing as a co-pilot for the agents to ask sharper questions, communicate with greater empathy, apply proactive sales techniques and validate data more efficiently.
Myth #2: GenAI lowers agent job satisfaction
Reality: GenAI fosters deeper customer understanding and enriches human connection.
While initial excitement around GenAI in customer service centered on efficiency, its true power lies in unlocking profound customer understanding and strengthening human connections.
A recent study by BCG’s Center for Customer Insight demonstrates that 70% of employees are enthusiastic about using GenAI in their daily work, mainly because of the increased learning opportunities and task efficiency GenAI offers.
Beyond optimizing workflows, GenAI gives agents a nuanced view of customer' needs and emotions. This allows them to engage with greater empathy, build rapport, and create more meaningful experiences, ultimately fostering stronger customer loyalty and engagement.
Myth #3: Coming in 1 week
Myth #4: Coming in 2 weeks
Myth #5: Coming in 3 weeks
Publication was written by
Oscar Verge
Chief AI Deployment Officer, Konecta
Luis Esposito
Head of AI Deployment for EMEA and English-Speaking Market (ESM)
Diana Catalina Velasquez
Head of AI Deployment for LATAM
