The fast pace of generative AI product announcements continues unabated, across each of Metrigy’s core research areas: customer experience (CX), employee experience, and workplace collaboration. Examples from the past week include new generative AI-powered features and functionality from companies like Cisco, Genesys, Glean, NICE, and Twilio.
Are enterprises ready to embrace generative AI, though? For CX use cases, the answer is a solid “Yes,” based on Metrigy’s latest research.
In Metrigy’s Customer Experience Optimization 2023-24 global study, 27.3% of the 641 participating companies are already using generative AI for CX, and 47.2% are planning to do so this year. As expected from this result, a fair percentage have already or plan to add generative AI to their customer feedback (47.4%), contact center (46.2%), and self-service/knowledge management (44.5%) platforms, as well as to their communications platform-as-a-service or other app development platform (40.0%).
For CX, generative AI can lighten an agent’s burden significantly. In some instances, all an agent needs to do is type in a prompt, and the generative AI model spins up a response culled from data it has been trained on. If that data is customer-specific, then so too is the response.
With Conversation Summaries for Cisco’s Webex Contact Center, for example, agents will be able to build a real-time knowledge base of customer interactions and auto-generate chat and call summaries––saving them the manual task. NICE’s new Enlighten Copilot shows another use case: With it, agents receive brand-specific prompts and personalized coaching via a conversational AI that sits alongside them––so to speak––during customer interactions.
Of these and all the various other ways generative AI can be put to use for CX, creating content for a live agent’s use is the most valuable, according to 40% of companies in our study. The next most valuable use is classifying sales and customer interactions (30.8%), followed by auto-summarizations of internal meetings (22.9%) and, also, customer calls (6.4%).
Although most companies trust the use of generative AI either fully or, more so, on a limited basis, about 48% have or expect to put new processes in place to validate the accuracy of information produced by the generative AI. That oversight might be the responsibility of a designated content team, a virtual assistant, a supervisor, or the agents themselves––or a combination of some or all of these.
Clearly, companies are bullish on using generative AI for CX optimization. Nearly 68% even say they have no concerns whatsoever about using the technology.
For a deeper dive on generative AI for CX––including what consumers think of its use for customer service––as well much more on trending CX technologies and strategies, schedule your outbrief on Metrigy’s CX Optimization research study today!
