Generative AI Chatbot to Improve CX and Agent Productivity

GenAI-enabled VAs represent a new generation of VAs that leverage large language models (LLMs) to achieve functionality that cannot be obtained with previous VA methods. GenAI is being used to improve VA performance, add new functionality, extend task automation and support new value outcomes.

Customer service and support leaders are forced to revisit the implementation of existing chatbots as the incorporation of GenAI techniques radically transforms CAI architectures and approaches used to build and deploy chatbot applications. Service leaders must address whether the existing classical chatbot architecture will meet the business needs; whether they need to adopt the risker customer-facing GenAI-enabled solutions; or whether they should implement human-in-the-middle agent-assist chatbots to reduce early-adopter risks.

Service leaders are also having to think “beyond chatbots” as the demand for CAI interfaces within the enterprise for the various platforms is on the rise, and the vendors providing enterprise platforms are including CUIs in their platforms. We believe that as vendors incorporate conversational AI into their platforms across diverse business functions, leaders must develop strategies that optimize generative AI capabilities across multiple touchpoints and use cases within their organizations.

“Technology service providers responding to Gartner’s 2023 Emerging Technologies Benchmark for High Tech Leaders (II) reveal a significant shift in priorities for VA/natural language processing (NLP providers).² About two-thirds of respondents are investing in LLMs (65%) and VAs (65%), closely followed by GenAI at 61% (see Figure 2).”

The ability to understand user intents and respond in a human-like fashion is key to GenAI-driven chatbots’ popularity and adoption. Generative AI implementation techniques can provide a higher degree of scalability and allow for relatively easy implementation of complex CAI use cases.

We think that solutions like SearchAI ChatBot are designed to simplify the creation and deployment of Generative AI chatbots while delivering benefits such as enhanced customer experience (CX), improved agent experience and productivity, and increased operational efficiency.

To learn more about the benefits and use cases of using Generative AI-based Virtual Assistants, please download the Gartner report – Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity