As companies push to leverage artificial intelligence (AI) and machine learning (ML) for growth, large language models (LLMs) open critical opportunities in the realm of customer experience (CX). The near-instantaneous ability of these technologies to adapt to complex challenges and solve multifaceted problems has put them on the front lines of everything from sales and marketing to customer service.
Now, as business process outsourcing (BPO) pairs proven processes with the computing power of LLMs, BPOs unlock incredible opportunities for client organizations that recognize CX as a driver of growth.
LLMs powering BPO
An LLM is an algorithm trained on massive sets of data to recognize, translate, predict, and/or generate content. Interestingly, their design is based on the human brain. So in many ways, LLMs “think” the way people do.
Generative AI (GenAI) — which the world has largely embraced — uses LLMs to produce content, putting LLMs in the spotlight. But people may not recognize LLMs as the powerful allies they are for BPO companies. Indeed, LLMs are transforming how BPOs operate and enhancing customer experiences. They’re behind innovations such as:
- Virtual agents. Chatbots and intelligent assistants are becoming an integral part of customer service and support thanks to their ability to swiftly respond to customer inquiries and solve problems. The magic behind the chatbot’s effectiveness lies in its LLM, which continuously improves chatbot accuracy and responsiveness to ensure customers receive timely and relevant assistance.
- Robotic process automation (RPA). RPA programs repetitive tasks and becomes ever more efficient and precise with the aid of AI and ML. This allows BPOs to handle tasks like data entry and invoice processing with unmatched accuracy and speed.
- Natural language processing (NLP). Another indispensable tool in the BPO arsenal, NLP is made even more potent with LLMs. Instrumental in the development of every LLM, NLP helps extract valuable insights from unstructured data, aiding in informed decision-making. NLP also makes the application of AI feel more human to those interacting with it, no matter what language they speak.
LLMs as a tool to improve the customer experience
AI- and ML-powered tools haven’t always been at the forefront of BPO. Traditionally, AI was seen as a means to cut costs and streamline operations. But the emergence of robust LLMs has shifted this paradigm dramatically. Cumulatively speaking, today’s customer experience is largely defined by the LLM-powered technologies leveraged by BPOs. It’s imperative that every touch point feels helpful, seamless, and satisfying.
One of the most significant changes spurred by LLMs is the empowerment of human customer service representatives. Routine tasks — such as answering frequently asked questions or resolving simple issues — can now be handled by AI, freeing up human agents to focus on more personal and intricate interactions. Not only do customers get answers instantly, but there’s also increased support for those whose needs are more complex or require escalation.
Additionally, LLMs enable personalization through AI-driven product recommendations, greatly improving customer satisfaction. When every interaction feels tailored to the individual, CX is elevated as a whole. Done right, AI-driven personalization can make interactions feel less transactional and more authentic, which boosts the customers’ perception of the brand.
Even LLM-enabled predictive modeling plays a role in improving customer experience. It allows businesses to better manage risks, seize opportunities, and proactively meet customers with solutions to problems that are now entirely avoidable — such as pairing a product recall with an automated, personalized marketing message offering compensation or alternative product options based on each person’s purchase.
Needless to say, the rise of LLMs signifies a transformative shift. It is not, however, plug-and-play. LLM-based software can be expensive, often requiring significant expertise to integrate into enterprise systems, and employees need expert training to use it effectively. Still, as the use of LLMs shows, AI is no longer just a cost-saving measure; it’s a catalyst for elevating the customer experience.
ClearSource is already applying LLM to CX
At ClearSource, we’re well aware of the potential of LLMs to elevate CX — and we’re already employing strategies that use LLM to help our clients stand out.
For instance, we’re leveraging LLMs in innovative ways to create simulated content for training our agents. This approach accelerates the learning process, providing agents with real-life experiences even before they engage with customers. By the time they pick up the phone, they’re already proficient and well prepared to meet customers where they are, with seamless solutions that achieve first-touch resolutions.
We also utilize LLMs for speech analytics, automated quality assurance, and audits. These applications position customer interactions front and center in a measurable way so we can ensure we’re exceeding industry standards. This also means agents have access to customized assistance and personalized suggestions from trained LLMs that help them deliver a superior customer experience in real time.
Blending LLM-driven AI with proven BPO strategies has sparked a significant shift in how the world thinks about CX. As AI-powered chatbots provide personal customer interactions, RPA streamlines tasks, NLP extracts valuable insights, and LLMs open more efficient approaches to training and service delivery, BPOs enable much greater scalability for clients through better customer service. This fusion hasn’t just improved customer experience; it’s also armed businesses with data-backed insights that empower growth.
By embracing transformative technologies, BPO providers are evolving the way businesses think about growth. Even in its infancy, this tech has the power to reshape industries, one exemplary customer experience at a time.
