Generative AI chatbots can transform customer service if they provide accurate and effective responses, as inconsistency could lead customers to abandon the retailer.
Rick McConnell emphasizes the potential of generative AI for customer service, sharing his positive and negative experiences with chatbots in resolving issues.
To effectively implement generative AI, McConnell advises companies to train their models on high-quality data and ensure they're using accurate, up-to-date customer information.
Investing in generative AI should focus on applications with the highest payoff, specifically in enhancing customer service, rather than trivial productivity improvements.
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