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Leveraging GenAI for CX at Scale: Powering Personalised Experiences

Implementing Generative AI in customer support and experience is a revolutionary milestone, poised to change the perception from an overworked industry to a streamlined one.

Generative AI can be a valuable asset in supporting a customer experience team. Since we deal with genuine human interactions, it is important to marry human tonality with AI capability to build a better support framework.

Sentiment Analysis

It understands sentiments and emotions based on customer review analysis. This is especially helpful for companies to gauge customer satisfaction and identify areas for improvement.

Content Moderation

The technology can assist in moderating user-generated content, ensuring a positive and safe customer experience by identifying and filtering out inappropriate or any harmful content.

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Humanisation in GenAI

  • Generative AI can help curate an outline of the solution, but it needs the human touch.

  • NLP can help GenAI learn from previous interactions and integrate these learnings for the future.

  • Articulate your conversations by engaging in dialogue with them, knowing their likes and dislikes.

  • GenAI has the brand’s back in ensuring the tonality and engagement style.

Building a Customer-Centric Approach with GenAI

Active Listening and Gathering Customer Feedback

Using GenAI to analyse and summarise customer feedback from various sources, providing insights into common concerns and sentiments.

Transparency and Ethical Considerations

Implement AI-driven monitoring systems that ensure compliance with ethical guidelines and regulations and generate reports for transparency.

Empowering Customers with AI-Driven Tools and Insights

Utilise generative AI to develop customer education materials and guides that help customers understand your products and services better.

Personalisation and Tailored Solutions

Implement AI-powered content recommendations that deliver tailored content to customers, such as product recommendations or relevant articles.

Industries that have taken a Shine to Generative AI

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Technology and Software

Tech companies use it for technical inquiries, to provide instant troubleshooting, and assist users in navigating their software or products with ease.

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E-commerce and Retail

Retailers leverage generative AI for chatbots that answer customer queries, assist with product recommendations, and offer support with order tracking and returns.

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Finance and Banking

Banks and financial institutions employ GenAI to answer common banking queries, manage accounts, and provide information on financial products and services.

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Healthcare and Telemedicine

In the healthcare sector, generative AI helps with patient inquiries and appointment scheduling, improving the overall patient experience.

Elevate Your Customer Experience

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