Customer Experience
-
Read more: What Is the Difference Between a Chatbot and Generative AI?Traditional Chatbot Conversational AI Chatbot GenAI Focus Rule-based conversation:– Answer FAQs – Follow scripted flows Context-aware interaction: – Understand intent – Respond naturally Creating new content:– Text– Images– Audio– Code Underlying Technology – User-selected options – Simple text – Machine learning – Natural language processing (NLP) – Large language models (LLMs) – NLP – Deep learning Input – User-selected options – Simple text …
-
Read more: From AI to ROI: What It Means to Navigate the ‘Prove-It Era’ of Customer Engagement“The challenge isn’t just scaling the technology, it’s scaling the listening, the responsiveness, the choice—really shifting from pushing personalization at customers to enabling personalization with them.” — Mila D’Antonio, Principal Analyst, Customer Engagement, Omdia “Rather than starting with the tools, you need to start with, ‘What is it I want to deliver?’” — Adrian Swinscoe,…
