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What Are Key Ways GenAI Generates Responses from Company FAQs in Support?
See how generative AI boosts customer service by crafting conversational replies from knowledge bases—beyond FAQs or full replacement—with real examples, use cases, and comparisons for better support efficiency. (152 characters)
Question
What is one way that generative AI enhances customer service?
A. By limiting customers to pre-written FAQ answers.
B. By replacing human support agents completely.
C. By generating conversational answers from a company’s knowledge base.
D. By creating complex legal documents for customers.
Answer
C. By generating conversational answers from a company’s knowledge base.
Explanation
Generative AI enhances customer service by leveraging large language models trained or fine-tuned on a company’s proprietary knowledge base—including FAQs, product docs, past tickets, and policies—to produce natural, context-aware responses that go beyond rigid scripts, enabling chatbots and agents to handle diverse queries with personalized phrasing, tone adjustment, and real-time synthesis of relevant information for faster resolutions and higher satisfaction.
Option A limits interactivity to static FAQs, contradicting generative AI’s dynamic capabilities. Option B overlooks hybrid models where AI augments rather than fully replaces humans for complex empathy-driven interactions. Option D misapplies AI to unregulated legal tasks better suited for specialized tools with human oversight.