Applications of Generative AI in Customer Experience

Applications of Generative AI in Customer Experience

This IDC Market Perspective discusses the generative AI (Gen AI) landscape and its implications on customer experience (CX). IDC contextualizes what this means for the customer service market in terms of the impact, its potential to augment tasks with higher value, applications crucial to CX, and how companies are reacting to this emerging technology."Generative AI holds immense potential for customer experience. Experimenting with this technology will also help determine which use cases — customer facing or employee facing — constitute the greatest value for a specific business model. Those technology vendors that identify, iteratively test these factors early with the right metrics, and develop a strong market positioning with their target audience will become the game changers," says Lavanya Jindal, market analyst, Customer Experience and Enterprise Applications, IDC Asia Pacific.

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