Risks and rewards of Generative AI in the service industry

When it comes to Generative AI for customer service teams, contact centres, and field service teams, where should we begin?

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Generative AI is by any metric a revolution. ChatGPT was released in November 2022, and in two months it already reached 100 million users.

OpenAI’s research and technology have had a significant impact on the AI industry and have been widely adopted by companies and researchers around the world. Large Language Models (LLM) such as ChatGPT is just one of many new and exciting AI innovators leading the charge. The spectrum of AI is enormous and it can be applied to virtually every industry.

While there is a huge amount of buzz around the potential of Text AI, there are other macro-areas such as Visual AI, Interactive AI, Analytic AI and Functional AI – each one with enormous potential for impact and growth. Between 2022 and 2030, global enterprise adoption of AI is projected to grow at a compound annual growth rate of 38.1%.

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Key findings and viewpoints:

• Embracing change – is your business motivated by fear or reward?

• Discover three ways for customer service teams to leverage advanced language models

• Learn the three risks of using Generative AI for customer service

• Get your organisation ready with an 8-point checklist