In 2023, generative AI captured the world's attention, with millions of people and businesses exploring its potential. From software coding to audio transcription and improved chatbot performance, generative AI has proven to be a powerful technology, although it is still in its early stages. Customer experience (CX) leaders understand that this technology will become increasingly effective, deeply integrating into the customer experience and transforming the way support teams work in ways that seemed impossible a decade ago.
Generative AI promises to drive hyperpersonalization in CX, allowing companies to offer more humanized and personalized interactions. Customers expect and appreciate warm and personalized experiences and have made it clear that they want businesses to use their personal data to improve these interactions. According to Zendesk, 70% of CX leaders believe that generative AI has led them to reassess their entire customer experience, and they are currently in exploration mode, experimenting with the technology to provide more satisfying experiences.
However, with every new technology, uncertainties and stress arise. 62% of CX leaders say their teams feel pressure to use generative AI. Despite this, the potential of the technology to deliver faster, conversational, and personalized experiences is undeniable. In the last six years, customers have demanded these personalized experiences, seeking honest, informed, and friendly interactions.
One of the key ways generative AI will help businesses is by improving agent efficiency. 70% of CX leaders believe generative AI is making every digital interaction more efficient, from search functions to voice assistants. The expectation for increased efficiency is reflected in consumers: 59% believe generative AI will completely change the way they interact with businesses in the next two years, and for those who have already experienced the technology, that number rises to 75%.
What do these figures mean for businesses? It is clear that they must continue experimenting with the technology, with an eye on implementing generative AI tools in their customer experiences and agent-related tools. 56% of CX leaders are already exploring new generative AI providers, and this number is sure to rise as the implications of the technology become inevitable.
En resumen, la IA generativa no solo agilizará la entrega de una experiencia más humanizada y amigable, sino que también transformará la manera en que las empresas interactúan con sus clientes, creando un entorno más eficiente y personalizado que satisface las expectativas modernas.
© 2024 ICQ24 Inc. All rights reserved.