Generative AI and its Role in Customer Experience

Generative AI and its Role in Customer Experience

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:

  • 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

Subscribe to the series on Spotify: https://open.spotify.com/show/4GD1rdZR1yvayRrcdLPHO2

For sponsorship opportunities, reach out to katie.judd@iqpc.co.uk

To register an interest in becoming a guest, get in touch via serece.hannon@iqpc.co.uk

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