Generative AI had a big year. After an impressive introduction, CX leaders immediately took note. Leveraging a tool that could seamlessly converse with users, deliver personalized and tailored responses and answer just about any question thrown at it, seemed impressive yet far-fetched. But, as more and more individuals engaged with it, it became clear - this technology would change the game.
More importantly, this technology could change the trajectory of the customer experience as we know it. According to CCW Digital research, 71% of contact center leaders expect generative AI to have a major impact on the space. After years of inefficient and dysfunctional digital experiences, organizations can finally see a future where they will be equipped to deliver more effective self-service interactions.
In a space where customers are eager and excited to interact digitally, it has now become critical for brands to implement technology like generative AI to keep up with demand. In fact, a new study from Futurum Intelligence shares that across industries, researchers found a 300% increase in companies planning to make multi million dollars in generative AI in 2024.
For customers, this makes the idea of generative-AI powered experiences not just a prospect, but a likely reality in the year ahead. And for companies, this means an imminent implementation and deployment of the technology in the next few months.
Driving an impressive impact, generative AI is actually more accessible than CX leaders may think. This report aims to unpack:
• The importance of Generative AI for the contact center
• Key benefits, strategies and frameworks for success
• AI priorities for the year ahead