Gen AI Transforming the Global CX Landscape
With rapid adoption of Generative AI, businesses of all sizes have the opportunity to significantly improve the customer experience for their customers
Etgreycell@timesofindia.com
Generative AI has swiftly moved beyond being a buzzword to one of the most sought-after technology-led opportunities for businesses. Across industries, companies are making a beeline to leverage its potential in reshaping workflows, personalisation, decision-making, and, above all, transforming customer experiences. Everyone’s looking to leverage it for scale.
With every passing day, more examples companies driving efficiencies with the use of Generative AI are being found. They are bringing process efficiencies for the enterprise. Customer experience or CX is one function that is being revolutionised with the evolution of this technology. It is driving customer engagement, improving customer acquisition and retention, building efficiency, and generating robust returns on investments for businesses.
The option for customers to interact with chatbots, synthetic voice production, visual customisation, with AI-driven personalisation make it an unmissable tool for customer engagement. Personalised, efficient, and engaging customer experiences is driving the change, rapidly improving the CX scores for enterprises.
The efficiency of any next-gen AI tool is only as good as the quality of the data it has been fed, as data forms the bedrock of this technology. Any organisation leveraging gen AI to improve customer experience must know its consumers and their rapidly evolving shopping preferences. Combining that with conversational messaging tools incorporating AI, organisations are in for a treat when it comes to delighting their customers.
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