How Contact Center Leaders Can Prepare for Generative AI

The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. According to McKinsey, customer experience (CX) is one of the top use cases for generative AI. They estimate a 30 to 45 percent productivity cost improvement, from applying generative AI to customer care functions.