What role will Generative AI have in Customer Service and how is it transforming Contact Centers? CEOs are now harnessing its power to redefine customer service, making it the top priority in their generative AI implementation list. But why?
- The Shift in Priorities: Just a few months ago, CEOs were focusing on research, innovation, and marketing. Now, customer service has taken the center stage, thanks to the immense potential of Generative AI.
- The Demand from Stakeholders: Almost 50% of CEOs feel the pressure from customers to accelerate the adoption of this new technology. Why? Customers desire personalized responses, chatbots and IVR (Interactive Voice Response) systems enhanced by Generative AI are the solution.
The Future of Generative AI in Customer Service
- Anticipated Outcomes: Leaders predict numerous benefits, with rapid response times and superior customer experiences at the forefront.
The Unique Value Proposition of Generative AI in Customer Service
- No single area of an organization provides a better foundation to demonstrate generative AI success than customer service.
- The interplay between AI tools, human agents, and customers offers CEOs a distinctive opportunity to generate value while building operational proficiency in new ways of engaging. By the end of 2023, 63% of executives plan to invest in generative AI to serve agents directly. This includes AI-driven training and enabling agents to interact seamlessly with tech applications.
Generative AI in Modern Contact Centers
- Setting New Standards: Generative AI is not only enhancing business interactions but also setting new benchmarks for modern contact centers.
- 85% of execs say generative AI will be interacting directly with customers in the next two years.
- Before 2023 is out, more than 60% of execs expect to be using generative AI for optimization, including reviewing, testing, and training conversational AI. It’s high stakes when businesses are putting generative AI on the front line where missteps with customers could be catastrophic for the brand.
The Future of Generative AI in Customer Interactions
In a recent Gartner poll, 38% of executives indicated that enhancing customer experience and retention is the primary purpose of their generative AI investments. Looking ahead, the impact of generative AI on enterprises is expected to be even more profound. According to Gartner’s predictions:
- By 2024, 40% of enterprise applications will have embedded conversational AI, paving the way for more intuitive and seamless user interactions.
- By 2025, 30% of enterprises will have implemented an AI-augmented development and testing strategy, ensuring that AI integration is at the forefront of technological advancements.
- By 2026, generative design AI will automate a staggering 60% of the design effort for new websites and mobile apps, signifying a major shift in how digital platforms are conceived and developed.
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