A study conducted by McKinsey (“ The economic potential of generative AI ”) in June 2023, shows how 75% of the value that the use of generative intelligence could offer is oriented towards four areas, including marketing and sales.
Ability to generate creative content, support customer interactions, but not only: let's try to understand more closely the real impact that generative AI can have on the relationship with the customer.
But, let's proceed in order.
Generative AI: What It Is and Why It Matters
Customer Experience Trends: AI-Driven Evolution
Beyond Content: Generative AI and Customer Experience
Artificial Intelligence and Customer Experience: Generative or Conversational?
Generative AI: What It Is and Why It Matters
The term “Generative AI” refers to a type of advanced artificial intelligence that goes beyond the automation of tasks and the resolution of complex problems and calculations, as it is able to generate new content through the use of machine learning and deep learning techniques .
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Text, images, audio and video content: generative AI models learn from existing content to generate new content, starting from a simple text input (prompt) in which the user describes what he or she wants.
ChatGPT is, without a doubt, one list of algeria consumer email of the most popular tools that use generative intelligence to create new content, but there are many others such as DALL-E and Dream Studio for image generation.
As we can well understand, the effect due to the use of generative AI models and tools is truly disruptive , so much so that it has significant consequences in many areas. Obviously, the risk is always around the corner and one of the major problems related to generative AI comes from its improper and uncontrolled use (deepfake).
Customer Experience Trends: AI-Driven Evolution
In a context in which artificial intelligence is rapidly evolving, becoming more and more part of our daily lives (think of the rapid spread of ChatGPT), models and tools relating to customer experience are rapidly adapting, so much so that it is precisely in the relationship between brand and customer that AI applications are finding greater diffusion.
An interesting white paper published by CoreMedia (“ Navigating the future:
Maximizing the top 7 trends in customer experience ”) reports how artificial intelligence and generative AI will have a significant impact on strategies aimed at enhancing the customer experience, so much so that they will be the most effective “weapons” that companies will have at their disposal to stand out in an increasingly competitive market and context.
