{"id":47602,"date":"2024-08-14T05:15:05","date_gmt":"2024-08-14T05:15:05","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=47602"},"modified":"2024-08-14T05:15:51","modified_gmt":"2024-08-14T05:15:51","slug":"unlocking-the-power-of-generative-ai-riding-the-waves-of-new-age-cx","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/unlocking-the-power-of-generative-ai-riding-the-waves-of-new-age-cx\/","title":{"rendered":"Unlocking the Power of Generative AI: Riding the Waves of New Age CX"},"content":{"rendered":"\"AI\n

As generative AI continues to take the world by storm, Kevin McGachy,<\/strong>
\nHead of AI Solutions at Sabio, predicts the impact it will have on the world of CX.<\/strong><\/p>\n

With the ability to generate human-like content such as text, speech, images and video, this groundbreaking technology will revolutionise customer experience (CX) like never before.<\/p>\n

As explained in Sabio’s new ebook \u2013 entitled \u2018Revolutionising the Customer Experience<\/a>\u2019 – Generative AI represents an exciting “second wave” of AI advancement, building on earlier innovations in machine learning focused purely on understanding language.<\/p>\n

Now, AI can actually see, hear, speak and create – not just understand.<\/p>\n

The immense capability of the technology AI has, understandably, attracted global attention thanks mainly to ChatGPT, the influential AI chatbot from OpenAI used by over 100 million people worldwide.<\/p>\n

Although that\u2019s just one example of this burgeoning technology, ChatGPT \u2013 which celebrated just its first birthday last year, (itself highlighting the progress the technology has made in a short space of time) – provides a glimpse into the vast potential impact of Generative AI across countless industries. In fact, the broader Generative AI market is forecast to grow at a staggering\u00a042% CAGR over the next decade<\/a>.<\/p>\n

And it’s easy to see why, given its incredible ability to produce exciting human-like output by leveraging deep learning techniques. This positions the technology to be hugely disruptive going forward.<\/p>\n

Revolutionising Customer Experience and the Contact Centre\u00a0<\/strong><\/p>\n

So, what does this all mean for CX? In a word – everything.<\/p>\n

As Generative AI tools and other AI innovations become more ubiquitous, they promise to enhance CX in three key areas:<\/p>\n

    \n
  1. Sophisticated Automation<\/strong>: The technology makes it far easier to create incredibly detailed, nuanced and personalised automated customer journeys. This reduces the effort needed to build truly intelligent CX automation to new levels.<\/li>\n
  2. Human Augmentation<\/strong>: By training Generative AI models on previous customer conversations and interactions, they can then assist human agents in real-time via chat or voice. This is next-level augmentation set to take CX to new heights.<\/li>\n
  3. Advanced Insights<\/strong>: While traditional search just returns lists, Generative AI provides specific, tailored answers. This powerful capability can be leveraged to unlock deep customer insights and supercharge the design of successful CX journeys.<\/li>\n<\/ol>\n

    Exciting Use Cases\u00a0<\/strong><\/p>\n

    The key is to have an aspirational mindset when developing your AI strategies, what might not be available today will most certainly be available in the not-too-distant future. Gen AI technology already shows immense promise across several high-value CX use cases \u2013 and is evolving fast.<\/p>\n

    For example:<\/p>\n