personalized answers. It essentially learns patterns from historical data and uses those learnings to create new content (whether code, synthetic data, text, image, audio, or video).
Given these remarkable technological advances, generative AI now boasts the speed, accuracy, and underlying knowledge conducive to helping businesses build outstanding customer experiences.
And while there is a plethora of emerging generative AI tools on the market, which are addressing a variety of different use cases, there are a few particular areas within customer experience where these technologies are already having a meaningful and material impact.
Chatbots and other customer service tools powered by generative AI can help businesses reduce costs while improving the customer experience. These technologies can produce immediate, relevant, and accurate conversational responses and provide customer support 24/7. And they can do so via an omnichannel approach – whether it’s via a website, chatbox, or SMS text support channel.
Generative AI can provide customized user advice and recommendations, based on relevant data analysis.
For example, the technology can offer similar or complementary product recommendations based on past purchasing history.
The platform personalizes the shopping experience for every single visitor, thereby driving more conversions and revenue for businesses.
Generative AI can create high-quality content (or at least a solid first draft) for use across different marketing channels. For example, it can create engaging email campaigns quickly and easily. Furthermore, it can generate attention-grabbing social media content. Lastly, it can also create website content or blog posts.
Generative AI can also create cutting-edge, original visuals, audio, and videos – for use on your website, in product demonstration videos, and elsewhere.
For example, you could opt for an AI tool that helps you create custom avatars by language, voice, appearance, and script. Or you could use an AI tool to create high-quality audio as background music for your website.
Generative AI has solidified itself across personal and professional use cases, significantly changing how users gather information and interact with innovative technologies.
However, while the technology continues to improve and evolve, several key challenges remain and should be effectively managed, particularly for use cases in customer experience.
Firstly, given its training reliance on historical but worldwide data, generative AI content should be checked for accuracy, relevance, and biases – particularly in more sensitive communication channels. Moreover, the technology could succumb to plagiarism by ignoring the original content’s creators. Thus, businesses should ensure to proofread any content before publication.
Secondly, generative AI operates with a generic voice. Thus, businesses should adjust any material content to ensure a consistent brand voice and personalized touch for their particular target customer.
Finally, numerous AI tools are springing up daily, and it takes patience to identify the optimal ones. Also, given their increasing popularity and usage, some free(mium) AI tools are experiencing timeouts and could prove inaccessible during critical times. In that case, paid AI tools might be the short-term winners in high-impact business areas.
And yes, while generative AI is still very early, its applications are already impactful. We can’t wait to see what else the future holds for this space.