Humans and AI in unison: Driving the new era of customer experience
Consumers everywhere are inundated with news and speculation
about how artificial intelligence (AI) could change the world.
While most consumers aren’t sure what AI is capable of today,
recent technology advancements and more widely known
examples of AI have made what was once science fiction
become reality.
The “Humans and AI in unison: Driving the new era of customer
experience” report from Genesys sets out to understand
consumer sentiment on the future of AI and its role in the
customer experience (CX). The research shows consumers are
excited by the potential of AI to improve how organisations
engage with them. Organisations today must find the right
combination of AI-powered support — from assisting agents in
the background to a fully automated interaction — to meet
customer preferences and optimise their workforce and
operations.
The report will help guide businesses forward as they develop
AI strategies and further implement intelligent technology to
meet ever-evolving consumer expectations.
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