Many companies are experimenting with generative artificial intelligence (GenAI) now, both for internal employee productivity objectives as well as customer interaction, but only a few have production deployments. Difficulties with upskilling workers, changing processes, and integrating technology persist, and many companies are caught in a perpetual experimentation loop. For companies that are still struggling to find the right place to deploy this new tech, we recommend use cases involving “voice of the customer” applications — parsing, interpreting, and responding to customer input from all different channels. They are typically easier to implement than employee productivity use cases because they don’t require as much behavior change. It is also easier to measure improvements in economic value because improving customer satisfaction often has a...Read more...
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