Generative AI: Upleveling AI’s Use in Customer Engagements

Customer experience transformation is a continual process, and the upward trend line for adoption of AI technologies such as agent assist, conversational AI, and generative AI will persist for years to come. Companies that have adopted AI are meeting with considerable business success, including revenue growth, customer rating improvements, operational cost reductions, and agency efficiency boosts. Those lagging on AI, including generative AI, could find themselves in danger.