The surge in generative AI-based technologies in the past year has revolutionised the customer experience landscape. When harnessed appropriately and efficiently, generative AI brings forth a multitude of benefits: heightened automation in campaign deployment, increased employee productivity, and more personalised interactions within the contact centre. These factors collectively contribute to superior customer experiences that yield a higher return on investment. However, achieving these outcomes necessitates substantial transformation—complete process reimagining and comprehensive team reskilling. There's a multitude of aspects to contemplate.
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:
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