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嘿,唐!竞争开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 |
生成式人工智慧对客户体验的影响包括竞争加剧和变革性成长
生成式人工智慧(Generative AI)正在吸引人们的极大兴趣,并且透过自动化日常任务、简化工作流程以及提供可提高效率、品质和性能的智慧型见解,在优化业务运营方面具有巨大潜力。Masu。
人工智慧 (AI) 的持续创新引入了生成式人工智慧,对每个企业和产业都产生了深远的影响。生成式人工智慧依赖于生成新资料的底层机器学习模型,包括文字、图像、音讯、影片,甚至程式码。透过从现有资料集中学习模式,这些模型展现出令人难以置信的自然语言理解(NLU)能力,为人工智慧添加了「人性化」元素。
生成式人工智慧专注于客户经验(CX) 和客服中心,其影响力正在迅速扩大。其变革性本质可以被描述为客服中心的下一代人工智慧,建立在第一代人工智慧应用程式的基础上,包括智慧型虚拟代理、个人化和高级分析。对于客户体验和客服中心来说,生成式人工智慧的付加是巨大的。生成式人工智慧是一项相对较新的技术,并且正在迅速发展。随着客服中心生态系统积极地将生成式人工智慧纳入其技术堆迭,一场相对的生成式人工智慧「军备竞赛」正在进行中。
随着生成式人工智慧开始在客户体验产业中占据主导地位,Frost & Sullivan 的这项研究深入探讨了客服中心应用以及该技术如今带来的成长机会。
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.