By using generative AI to create more personalised and better customer experiences , businesses can improve customer satisfaction , loyalty , and bottom line
ENTERPRISE IT
HOW GENERATIVE AI WILL REVOLUTIONISE THE CX LANDSCAPE
By using generative AI to create more personalised and better customer experiences , businesses can improve customer satisfaction , loyalty , and bottom line
WRITTEN BY : MARCUS LAW
In November 2022 , generative AI took off seemingly overnight with the launch of ChatGPT , a chatbot that could hold conversations that were seemingly indistinguishable from those of a human .
This development sparked a wave of excitement and innovation in the Customer Experience ( CX ) space , as businesses began to explore the ways in which generative AI could be used to improve their customer interactions .
While AI has been making lives easier for both customers and brands for a while now , awareness of the technology ’ s potential continues to grow rapidly . According to the latest research by McKinsey , generative AI ’ s impact on productivity could add trillions of dollars in value to the global economy : predicting the technology could add the equivalent of $ 2.6 trillion to $ 4.4tn annually . “ For CX teams in particular , generative AI has the capabilities to help us overcome some of the biggest industry challenges , such as the daunting task of maintaining a consistent flow of content ,” explains Zarnaz Arlia , CMO at CX software company Emplifi .
“ Clearly , such technologies have the potential to assist with many day-to-day functions , from the automation of processes like content development , data collection and analysis , to the augmentation of CX initiatives to create faster operations .”
And as Alec Boere , Associate Partner for AI and Automation , Europe at Infosys Consulting , explains , ChatGPT and other similar technologies are shortening timescales for businesses to launch products and services into organisations and helping them to extract value .
“ We ’ re already familiar with chatbots , but they are nowhere near the realistic mimicking of human conversation that these new models offer in the delivery of instant and accurate customer support .
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