Generative AI (GenAI) is set to redefine customer experience by addressing key challenges such as increased demand, cost reduction, and enhancement of customer service.
Organizations utilizing AI-powered strategies have reported significant improvements, including a 42% decrease in unplanned outages and a remarkable ROI of 419% over three years.
The integration of GenAI and automation not only streamlines customer inquiries but also helps in mitigating issues related to bias, unpredictability, and data security within service operations.
To leverage the benefits of GenAI effectively, organizations must evaluate their existing capabilities in automation and AI while simultaneously developing a robust strategic framework.
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