Giva Blog

Help Desk, Customer Service, Cloud & Security Insights

What is a HIPAA Business Associate Agreement: Why Your Organization Needs a BAA

HIPAA Business Associate Agreement (BAA)

One of the most important regulations in healthcare is the US Health Insurance Portability and Accountability Act (HIPAA). Within that are Business Associate Agreements (BAAs) between healthcare organizations and professionals and third-party suppliers, vendors, and non-medical professionals.

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Navigating HIPAA Compliant Email: A Comprehensive Guide for Businesses

HIPAA Compliant Email

In today's digital healthcare landscape, employing HIPAA compliant email solutions is crucial for safeguarding patient data. Organizations, particularly healthcare providers and related businesses, must navigate secure electronic communication. This especially relates to Protected Health Information (PHI). The Health Insurance Portability and Accountability Act then needs to be understood well and adhered to closely.

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Giva's Ultimate 10-Step IT HIPAA Compliance Checklist (Free PDF)

IT HIPAA Compliance Checklist

HIPAA compliance is a necessity and legal requirement for any business and IT organization in the US healthcare sector. Having a quick-reference HIPAA compliance checklist will save you time, money, and a lot of worry.

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Protected Health Information: Its Significance in HIPAA Compliance (with PHI Examples)

PHI Examples

Understanding the intricacies of healthcare data and its protection is crucial in today's digital age. Among the most critical concepts in the realm of healthcare compliance is personal health information or anything that is personally identifiable information such as a person's name or phone number. When linked to health data, they can reveal sensitive information about an individual.

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How to Use AI for Customer Service: 8 Strategies Plus Advantages for Contact Centers and Help Desks

AI in Customer Service

Customer expectations are higher than ever, and traditional service models often struggle to keep up. Long wait times, repetitive requests, and rising ticket volumes put constant pressure on support teams. That's where Artificial Intelligence (AI) is making a difference.

AI in customer service automates routine tasks, speeds up resolutions, and helps agents focus on complex, high-value interactions. It is transforming how contact centers and help desks operate.

In this article, we look at what AI in customer service means, why it matters, and the strategies and benefits organizations can gain by implementing it.

What is AI in Customer Service?

What is AI?

First, let's define AI: Artificial Intelligence (AI) refers to systems that perform tasks normally requiring human intelligence, using technologies like machine learning (ML), big data, foundation models, deep learning, neural networks, and natural language processing (NLP).

A well-known, user-facing example is OpenAI's ChatGPT. Increasingly, these technologies integrate with customer service software to handle repetitive tasks, personalize interactions, and scale support.

How Does AI Apply to Customer Service?

AI in customer service automates interactions, speeds up response times, and helps agents deliver accurate, personalized support.

It enables:

  • Self-service options where customers resolve issues without agent help
  • Automated handling of repetitive requests
  • Faster, more accurate responses from agents on complex issues

According to McKinsey high-quality customer service can boost revenue 2–7% and profitability 1–2%. AI-powered chatbots can handle queries 24/7, reduce call volume, and free human agents to focus on complex problems.

Common AI models include:

  • Foundation Models
  • Large Language Models (LLMs) like ChatGPT and Google's BERT
  • Generative AI for dynamic responses

It's important to note that AI shouldn't replace human agents, only support them. AI handles repetitive inquiries, while agents take on complex, high-empathy cases. Companies using an "AI + human" approach report higher job satisfaction among agents, where they spend more time problem-solving and less time on routine tasks.

Why AI in Customer Service Matters

AI in customer service uses automation and intelligent tools to improve efficiency, deliver faster support, and enhance the customer experience. Contact centers and help desks are increasingly turning to AI to streamline workflows, handle high ticket volumes, and boost satisfaction.

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Managing an SLA Breach: A Guide to Resolution and Prevention

Service Level Agreement (SLA) Breach

Service Level Agreements (SLAs) document expectations between service providers and customers. These contracts outline standards for response and up time, and business operating hours, among others.

However, even the most well-crafted SLAs are susceptible to breaches. An SLA breach occurs when the agreed-upon services fall short of stipulated standards. It erodes trust and can result in financial penalties and damaged reputations.

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8 Actionable Help Desk Scripts: Best Practices and Examples

Help Desk Script Example Templates

IT help desk workloads and tickets are high-volume, busy, and always feel like they're getting busier.

A massive time-saver is to use help desk scripts and templates, sometimes called "canned responses", to handle ticket volumes of internal or external customer interactions faster and more efficiently.

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Script Examples of Angry Customer Situations and Response Best Practices

cript Examples of Angry Customer Situations

Have you ever faced a challenging situation with an upset customer? It's a moment that can make or break the overall experience. Today, we're providing angry customer role play script scenarios and techniques to manage these challenging interactions.

With some prepared scripts and the right approach, you can turn a difficult conversation into a positive outcome, all while enhancing loyalty and building stronger customer relationships along the way.

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12 Help Desk Ticket Examples and Responses for Busy IT Managers

Help Desk Ticket EXamples

IT help desks are busy operations. Customers, whether internal or external, are calling and, in most cases, sending support tickets via online forms and Live Chat.

IT Service Management (ITSM) teams don't have time to write every single response message from scratch. You need a ready-to-use set of examples to cover the most commonplace scenarios, such as printer, password, and third-party software (SaaS) problems.

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SLA Formula: How to Calculate and Improve Service Level Agreement Scores

SLA Formula Calculations

When it comes to customer service and IT support, Service Level Agreements (SLAs) are essential for ensuring high-quality customer service and maintaining contracts between in-house teams, customers, and service providers.

As call center and IT help desk managers, your ability to maintain high SLA scores can significantly impact both customer satisfaction and the efficient running of contact center or IT operations.

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