Generative AI and its Role in Customer Experience

The explosion of generative AI-based technologies over the last 12 months has taken the customer experience landscape by storm. When applied appropriately and effectively, generative AI can offer so much: Enhanced automation when deploying campaigns, improved employee productivity, and more personalised interactions with the contact centre – all of which fuel better customer experiences that deliver greater return on investment. But getting there requires significant transformation – entire processes need to be reimagined and entire teams need to be reskilled. There’s a lot to consider.

In this episode, we take a whirlwind tour through the promises and challenges around generative AI with Tim Porter, formerly of Google and Apple and now currently acting as an advisor to Dialpad across product, strategy, innovation, and AI.

We dive into:

• Why this new wave of headline-grabbing AI is garnering so much excitement
• The gap between general business understanding and what is really possible with this tech
• The ways in which generative AI can create value in the contact centre
• What a typical roadmap might look like when deploying a use case of AI in the market
• How to put guardrails around data privacy without limiting agility and flexibility
• What businesses need to do to ensure employees are properly trained

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