Generative AI: Boost CX, Meet Customer Demands, Scale Efficiency in Business.

In recent years, customer expectations have increased significantly, with people wanting 24/7 availability, self-service options, personalization, convenience, and speed. Although chatbots have improved, many customers still want to speak with a live agent. This is where generative AI comes in. Unlike traditional AI-powered chatbots that search for the best possible choice out of ranked options, generative AI creates new answers by synthesizing data to provide a curated response. By implementing generative AI, companies can improve the customer experience (CX) by offering more personalized, dynamic, and meaningful interactions.

There are several ways generative AI can revolutionize CX. Firstly, generative AI can help companies gather insights into customer preferences and behaviors, allowing for better recommendations and tailored experiences. With its ability to extract insights from big data faster than a human agent, generative AI can deliver unique marketing promotions and relevant suggestions in real-time. Additionally, generative AI can “learn” from customer interactions, providing more accurate and appropriate responses over time. This can increase completion and conversation rates and free up human agents to focus on more complex customer issues and revenue-generating tasks. Finally, generative AI helps meet customer demands for 24/7 support by enabling engagement across various channels at any time.

However, while generative AI has many benefits, companies must be cautious to avoid pitfalls. For example, generative AI can create responses that sound correct but are incorrect. It’s also important not to mislead customers into thinking they are interacting with a human when they are speaking with a machine. Deploying generative AI without proper guidelines and accurate data sources can lead to biased or discriminatory outcomes and alienate customers. To ensure generative AI enhances CX, businesses need to establish guardrails, guidelines, and authoritative data sources to maintain accuracy and provide the appropriate tone and style.