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嘿,唐!競爭開始在客服中心利用生成式人工智慧Ready, Set, Go! The Race is on to Capitalize on Generative AI in the Contact Center |
生成式人工智慧對客戶體驗的影響包括競爭加劇和變革性成長
生成式人工智慧(Generative AI)正在吸引人們的極大興趣,並且透過自動化日常任務、簡化工作流程以及提供可提高效率、品質和性能的智慧型見解,在最佳化業務營運方面具有巨大潛力。
人工智慧 (AI) 的持續創新引入了生成式人工智慧,對每個企業和產業都產生了深遠的影響。生成式人工智慧依賴於生成新資料的底層機器學習模型,包括文字、圖像、音訊、影片,甚至程式碼。透過從現有資料集中學習模式,這些模型展現出令人難以置信的自然語言理解(NLU)能力,為人工智慧添加了「人性化」元素。
生成式人工智慧專注於客戶經驗(CX) 和客服中心,其影響力正在迅速擴大。其變革性本質可以被描述為客服中心的下一代人工智慧,建立在第一代人工智慧應用程式的基礎上,包括智慧型虛擬代理、個人化和高級分析。對於客戶體驗和客服中心來說,生成式人工智慧的付加是巨大的。生成式人工智慧是一項相對較新的技術,並且正在迅速發展。隨著客服中心生態系統積極地將生成式人工智慧涵蓋其技術堆疊,一場相對的生成式人工智慧「軍備競賽」正在進行中。
隨著生成式人工智慧開始在客戶體驗產業中佔據主導地位,Frost & Sullivan 的這項研究深入探討了客服中心應用以及該技術如今帶來的成長機會。
Generative AI s Impact on CX Includes Increased Competitive Intensity and Transformational Growth
Generative AI (GenAI) has garnered huge interest and holds great promise for optimizing business operations by automating routine tasks, streamlining workflows, and providing intelligent insights that improve efficiency, quality, and performance.
Ongoing innovation in artificial intelligence (AI) has introduced GenAI with far-reaching implications across all businesses and industries. GenAI relies on machine learning foundational models to generate new data, including text, images, audio, video, and even programming code. By learning patterns from existing datasets, these models have showcased remarkable natural language understanding (NLU) capability, adding a "humanization" element to AI.
Specific to customer experience (CX) and contact centers, the impact of GenAI is growing quickly. Its transformative nature can be expressed as next-generation AI for the contact center, building upon first-generation AI applications, including intelligent virtual agents, personalization, and advanced analytics. The incremental value derived from GenAI for CX and contact centers is substantial. GenAI is a relatively new technology and is evolving rapidly. The contact center ecosystem is actively injecting it into technology stacks, with a relative GenAI "arms race" well underway.
As GenAI begins to take hold in the CX industry, this Frost & Sullivan study dives deep into its contact center applications and the growth opportunities the technology enables today.