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Generative AI Chatbot to Improve CX and Agent Productivity
Generative AI Chatbot to Improve CX and Agent Productivity
Generative AI Chatbot to Improve CX and Agent Productivity
May 30, 2024
May 30, 2024
According to Gartner®, “By 2026, 50% of customer service and support organizations will have implemented GenAI-driven VAs for agent assistance/customer-facing tasks.”¹
According to Gartner®, “By 2026, 50% of customer service and support organizations will have implemented GenAI-driven VAs for agent assistance/customer-facing tasks.”¹
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.
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.
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.
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.
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.
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.
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
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
1. Source: Gartner, Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity, Uma Challa, 23 April, 2024
1. Source: Gartner, Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity, Uma Challa, 23 April, 2024
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner Reports: Gartner, Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity, Uma Challa, 23 April 2024
Gartner Reports: Gartner, Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity, Uma Challa, 23 April 2024
Enhance your users’ digital experience.
We build AI-driven software to help organizations leverage their unstructured and structured data for operational success.
4870 Sadler Road, Suite 300, Glen Allen, VA 23060 sales@searchblox.com | (866) 933-3626
Still learning about AI? See our comprehensive Enterprise Search RAG 101 and ChatBot 101 guides.
©2024 SearchBlox Software, Inc. All rights reserved.
Enhance your users’ digital experience.
We build AI-driven software to help organizations leverage their unstructured and structured data for operational success.
4870 Sadler Road, Suite 300, Glen Allen, VA 23060 sales@searchblox.com | (866) 933-3626
Still learning about AI? See our comprehensive Enterprise Search RAG 101 and ChatBot 101 guides.
©2024 SearchBlox Software, Inc. All rights reserved.
Enhance your users’ digital experience.
We build AI-driven software to help organizations leverage their unstructured and structured data for operational success.
4870 Sadler Road, Suite 300, Glen Allen, VA 23060 sales@searchblox.com | (866) 933-3626
Still learning about AI? See our comprehensive Enterprise Search RAG 101 and ChatBot 101 guides.
©2024 SearchBlox Software, Inc. All rights reserved.
