60% of employees believe that in order to implement safe and effective generative AI applications, real-person supervision is essential

It’s a stormy holiday, the busiest travel season of the year, and you’ve just received a notification you least wanted to see, that your flight was seriously delayed

When you want to contact airline customer service, it usually means you have to spend half an hour waiting for the customer service to get through. However, the communication process seemed a little different this time. You discover that the airline uses an AI chatbot and you have a brief text exchange. This bot can quickly assess your situation and put you in a priority queue

Soon, a human customer service agent took over the conversation, verified the details, and rebooked you on an earlier flight. In this way, you can catch the next connecting flight and go home in time to reunite with your family

Generative AI is becoming a critical component of business operations and customer service interactions. According to research from Salesforce, 61% of employees currently use or plan to use generative AI tools in their work. 68% of these employees believe that technology that can generate text, video, image and audio content almost instantly will enable them to deliver richer customer experiences.

While this technology is not a complete solution, it cannot replace human workers. According to 60% of employees surveyed, human oversight is indispensable for effective and trustworthy generative AI applications

Generative AI has huge potential in business operations, but different ways companies deploy it will have different significant impacts. Only by combining it with human empathy and creativity, and through thoughtful and careful planning, can its commercial value be fully realized

Generative AI pilot projects are appearing in all walks of life

Although generative AI technology is still in its infancy, many use cases are starting to emerge. In sales and marketing, generative AI can help create targeted advertising content, identify potential customers, upsell, cross-sell, and provide real-time sales data analysis.

Applications of generative AI in internal functions include improving internal customer service, streamlining recruitment processes, generating job descriptions, assisting with onboarding and offboarding processes, and even writing code

One of the greatest benefits of artificial intelligence to employees is its ability to take over boring and time-consuming mechanical tasks. Ramandeep Randhawa, professor of data science and operations at USC Marshall School of Business, said: “Any highly repetitive and low-difficulty job can be handed over to artificial intelligence. ." He believes this can improve employee satisfaction because people are not tied to busy work.

When it comes to enhancing customer experience, generative AI offers capabilities including sentiment analysis, language translation, text classification and summarization, all of which can be used to help deliver highly customized, context-aware customer interactions. Serve.

Generative AI has the power to power advanced customer service chatbots. For example, it could send emergency chatbots to airlines. In addition, it can support the human agent behind the scenes, providing relevant background information and possible answers, and providing suggestions for next steps to the agent responsible for rebooking the service.

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While chatbots are not new, the public release of generative AI technology over the past year means their capabilities have improved dramatically in a short period of time. "Chatbots have been around for a long time, but generative AI has further improved their efficiency and quality of responses," said Vishal Gupta, vice president at Everest Group. "Today's chatbots are significantly more conversational, They can provide answers to more complex and difficult questions."

Gupta added: “There is no industry that will not be affected by the impact of generative AI. I recognize its potential in daily work, no matter what organization, no matter what industry, employees can Take advantage of these tools to improve the quality and efficiency of your work.”

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