Exploring European Use Cases for Generative AI in CX

Exploring European Use Cases for Generative AI in CX

Early Use Cases are Encouraging and Helping to Drive GenAI Adoption Across Europe

The emergence of generative AI (GenAI) has sparked intense global interest in AI and how it can help improve customer experience (CX). Several factors drive interest in GenAI, including its positive impact on making conversational AI faster and smarter, enabling critical applications, including personalization at scale, improved self-service capability, enhanced agent assist or co-pilot functionality, and deeper data insights on massive data sets.

This analysis explores early use cases of GenAI technology on CX across European companies. Early indications from these use cases are encouraging greater adoption of GenAI in the region. Europe is leading other regions, with 71% of respondents indicating some use of GenAI today, compared to 65% globally and 69% in the United States. By 2025, 94% of European respondents predict some form of GenAI technology adoption.

While the use of AI for speech analytics and voice/biometrics authentication is lower in Europe compared to global adoption trends, sentiment analysis adoption is slightly higher.

Companies highlighted in this analysis that adopt GenAI see significant efficiency gains, cost savings, and improved productivity, encouraging widespread adoption of GenAI. The adoption of GenAI technology in early use cases is primarily for quality monitoring, agent-assist, speech-to-text transcription and summarization, and intelligent voicebots.