As generative AI continues to take the world by storm, Kevin McGachy,
Head of AI Solutions at Sabio, predicts the impact it will have on the world of CX.
With the ability to generate human-like content such as text, speech, images and video, this groundbreaking technology will revolutionise customer experience (CX) like never before.
As explained in Sabio’s new ebook – entitled ‘Revolutionising the Customer Experience’ – Generative AI represents an exciting “second wave” of AI advancement, building on earlier innovations in machine learning focused purely on understanding language.
Now, AI can actually see, hear, speak and create – not just understand.
The immense capability of the technology AI has, understandably, attracted global attention thanks mainly to ChatGPT, the influential AI chatbot from OpenAI used by over 100 million people worldwide.
Although that’s just one example of this burgeoning technology, ChatGPT – which celebrated just its first birthday last year, (itself highlighting the progress the technology has made in a short space of time) – provides a glimpse into the vast potential impact of Generative AI across countless industries. In fact, the broader Generative AI market is forecast to grow at a staggering42% CAGR over the next decade.
And it’s easy to see why, given its incredible ability to produce exciting human-like output by leveraging deep learning techniques. This positions the technology to be hugely disruptive going forward.
Revolutionising Customer Experience and the Contact Centre
So, what does this all mean for CX? In a word – everything.
As Generative AI tools and other AI innovations become more ubiquitous, they promise to enhance CX in three key areas:
Exciting Use Cases
The key is to have an aspirational mindset when developing your AI strategies, what might not be available today will most certainly be available in the not-too-distant future. Gen AI technology already shows immense promise across several high-value CX use cases – and is evolving fast.
For example:
Overcoming the Challenges
However, organisations must thoughtfully navigate various challenges before deploying any form of Generative AI technology across CX channels. Things to consider include:
The way forward lies in responsibly harnessing the immense power of the technology to enable next-generation CX.
With careful planning, strong governance and visionary leadership, the opportunities to inject new levels of automation, augmentation and insight across CX operations are game-changing.
The AI revolution has begun and it’s picking up speed – the question is, will you be among the leaders?
Discover more in Sabio’s new ebook – ‘Revolutionising the Customer Experience’.
About the Author
Kevin McGachy is Head of AI Solutions at Sabio Group.
Sabio Groupis a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.
Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.
Share this:
on Twitter
on Facebook
on LinkedIn