Leveraging the potential of generative AI
Improve your CX with artificial intelligence
Generative AI has been a hot topic for a while now. As technology is now capable of generating new content from existing information, customer experience can undergo a step-change — once a new set of challenges are solved.
A myriad of opportunities
GenAI has given a whole new perspective to the customer experience industry. This groundbreaking technology can significantly improve the customer experience by increasing efficiency and personalization.
A new era for conversations
With GenAI, automated conversations can integrate natural language to go well beyond canned responses, improving request resolution and significantly enhancing the customer experience.
Increased personalization
Artificial intelligence enables you to adjust conversational tone according to the customer’s profile and how they express themselves. Service quality increases with these types of personalized interactions.
Employee support
Another huge advantage of GenAI is the expanded opportunity for virtual assistants. These assistants use knowledge bases and categorization techniques to offer real-time associate support, increasing efficiency and service quality.
Augmented experiences
This new technology also enables you to create whole new experiences, using images and creating original content from existing image bases, for an optimized visual impact.
Risks to consider
No pain, no gain! The use of GenAI can impact a brand's operations.
Less efficiency
GenAI has yet to show it can provide correct responses more rapidly than humans, once we take multiple prompts and boundary considerations into account. To counter this, it might take some time to get things up to speed, and during this interval, service will be slower. This impacts overall efficiency of your customer service.
Impact on SEO
As interactions become more conversational, search engine optimization becomes more complicated. Search result analysis is limited, and key word referencing gets more complex and/or more expensive.
Interaction escalation
You won’t be the only one to leverage GenAI: your customers will do the same. This ability might lead to an increase in inquiries with bot-to-bot conversations an eventual likely outcome.
Important tech investments
To successfully implement GenAI, consider a significant increase to the computational power of your hardware setup. Make sure the solutions you choose are compatible with existing ones. Also bear in mind that upgrading correctly can mean significant investment.
Associate support
Organizations adopting GenAI need to train their associates to use this technology correctly, maintaining respect for legal obligations surrounding data security and intellectual property.
In a nutshell, while GenAI offers incredible opportunities, it currently brings risks you need to address. Organizations that strike the right balance between seizing opportunities and addressing inherent issues will become those that offer improved customer service while increasing efficiency and competitiveness.
