Using generative AI to transform customer experiences

GENERATIVE artificial intelligence (AI) is one of the most exciting technologies in decades. Since it burst onto the tech scene worldwide late last year, generative AI has achieved an exponential adoption curve, making it critical for chief information officers and IT leaders to prepare for how it’ll show up across the enterprise.

Generative AI – which not only classifies or predicts, but creates its own content with a human-like command of language – won’t just enhance work but transform it fundamentally.

AI is placing tools of unprecedented power, flexibility, and even personalisation into everyone’s hands – with many knowledge workers understandably excited about the prospect of using it for their job. This, together with AI’s benefits of automation at scale and real-time data analytics, points to how AI can help organisations drive workforce productivity and enhance customer experiences.