If you’re here at CustomerThink reading this, you already know that continuously improving the customer experience (CX) is critical to brand building and maintenance. To underline this point, 56% of consumers feel that the quality of the CX they receive has a higher impact on how positively they view a brand than any other criteria.
Artificial Intelligence to the Rescue
Automation driven by virtual agents and AI-based bots is playing an increasingly important role in improving customer service.
The combination of Generative AI, a type of artificial intelligence that focuses on creating new content or output based on an understanding of data inputs and patterns, and an Enterprise Conversational AI Platform (ECAIP) has the potential to deliver enhanced customer service in ways never seen before. Generative AI combined with ECAIPs can deliver value that extends far beyond what each component can deliver alone.
Better Together
Generative AI and Conversational AI are two types of artificial intelligence that have become increasingly popular in recent years. This dynamic duo is joining forces to deliver a whole new level of CX. Both AI solutions are poised to deliver great CX success by leveraging their combined skills.
Let’s take a deeper look at these two distinct flavors of AI. While they share some similarities, they also have significant differences that make them better suited for different applications.
Conversational AI focuses on creating natural language interactions between humans and AI systems using an ECAIP.
Generative AI uses deep learning algorithms to analyze existing data and generate new outputs that are not limited to existing data. The outputs generated by Generative AI can take various forms, including text, images, audio, and other types of media. This makes Generative AI a valuable tool for a wide range of applications, including content creation, product design, and customer service. Generative AI can improve the efficiency and accuracy of customer support – as well as the overall customer experience.
When integrated with an ECAIP, Generative AI can provide improved efficiency, enhanced customer experience, and increased accuracy. However, there are also several challenges associated with this technology, which means it cannot be used in isolation in the contact center. Without an ECAIP integration, Generative AI can’t really do anything for customers.
When coupled with Conversational AI, Generative AI can:
- Enhance the user experience through advanced AI-powered conversations that are tailored to the individual’s context and preferences;
- Improve agent performance by leveraging the capabilities of large language models in natural language understanding and generation; and
- Streamline the development and deployment of enterprise-level conversational bots, resulting in increased efficiency and cost savings.
The Generative AI Effect
Generative AI is a benefit to the majority of contact centers, particularly those with high volumes of repetitive tasks. The technology can automate repetitive and time-consuming tasks, freeing up agents to focus on more complex and creative tasks, and can handle a large volume of customer interactions during peak periods. It can provide quick and accurate responses to customer inquiries, ultimately reducing the need for agents to be involved in every interaction.
Considering using Generative AI in your contact center? Be sure to first assess your needs and identify areas where it can add value and improve efficiency and the customer experience. You should also be prepared to provide effective training and support for agents to help them work effectively with Generative AI.
With the right blend of AI advancements, the potential for delivering automated customer service that consumers will love is limitless. Now that you’re well on your way to gaining a CX edge, sit back and enjoy the benefits of happier customers, agents and employees.
