Generative AI in CX promises benefits, but obstacles remain

From TechTarget

Does it seem like every business is already deploying artificial intelligence in customer experience? According to recent surveys, that’s not the case. 

More than a quarter of the businesses surveyed by Zendesk have delayed AI deployments “due to lack of budget, knowledge, or internal support.”

Another major obstacle? Data. 

For artificial intelligence to be used effectively, it needs clean, vetted data that’s free from conflicts and duplications. That’s a pretty tall order for most companies, but in an article published in TechTarget, TTEC Digital CMO John Seeds explains how companies are already tackling this problem.

“We're actually using generative AI with our clients in a different way – not putting it in front of their end customers, but pointing it internally at their own knowledge, both structured and unstructured. . . You then have a way that you can present that data in a more effective way externally, to reduce the number of inbound calls, reduce the number of dependencies on conflicting data, and really drive self-service in a more meaningful way. [That's] always critical in the contact center," Seeds said.

For more about how Seeds and other CX leaders see AI adoption, check out the article here.