Introduction

Generative AI is the latest trend that all industries are adopting. It has slowly become the norm which is enabling individuals from various industries accomplish much more than what they usually could. The case is the same when we talk about the customer experience management space. Generative AI has made significant breakthroughs in this space and we will learn about the best practices to implement the same into CXM workflows to take your customer satisfaction levels to newer heights.

Understanding Generative AI

Generative AI refers to algorithms that are able to generate content based of the prompts given to it. These systems hold the power to generate human-like text, realistic images, and audio, and with the evolution of technology, they are now even capable of generating realistic-looking videos. When we look at Generative AI from a customer experience perspective, it holds the power to enhance customer interactions by making them more personalized, assisting agents in generating more engaging content, and most importantly automating repetitive tasks. We will look at this in more detail as we progress.

Integrating generative AI into your CXM process.

With the ever-increasing number of customer conversations, it is important for brands to be able to respond to each and every query in an effective manner. Increasing the number of agents is not the most effective way to make your set up more robust as it may incur huge costs. Generative AI is one thing that can truly enable you to effectively and efficiently manage all your customer queries.

Now lets look at how you can actually go about it:

Data Quality and Accessibility

Generative AI works on data. The better the quality of data, the more relevant are its output. To be able to truly harness the capabilities of Generative AI, you need to provide it with the right set of data, enabling it to process and provide you with relevant outputs. Ensuring that the data you are feeding into your AI system.

Before we proceed further, let us understand where generative AI can be applied. Generative AI is very beneficial in response generation. For example, if an agent is able to resolve 8 queries in one hour, employing generative AI to respond to queries can enable them to respond to at least 10-12 within the same period. 

Generative AI is particularly beneficial in helping agents respond to repetitive queries like price inquiries and simple support functions. For this, the right kind of data needs to be fed into the AI system to the models are trained enough to respond to queries without needing the intervention of humans, freeing them up to take up more pressing matters. 

Continuous Monitoring and Evaluation

Generative AI is not a stagnant system. It keeps learning and keeps evolving. The more you monitor it the better it gets. This makes continuous monitoring and evaluation more important. As a guide here are a few important KPIs that you must track to ensure your AI setup is working optimally

• Accuracy: The precision of AI-generated responses.
• Response Time: The speed at which the AI system can generate responses.
• Customer Satisfaction: Measured through surveys and feedback.
• Engagement Metrics: Tracking the interaction levels with AI-generated content.

A study by McKinsey found that companies monitoring their AI systems regularly saw a 20% increase in operational efficiency. This shows that the more you train your AI systems, the better it is able to serve you and take up more tasks reducing the need for human intervention drastically.

How Konnect AI+ Enables You to Leverage Generative AI for Customer Experience Management

Konnect AI+ is a feature in the Konnect Insights platform that enables CX professionals to harness the powers of generative AI and improve the overall levels of customer satisfaction. Understanding how Konnect Insights AI+ works to empower CXM processes can enable you to understand the power of Generative AI in Customer Experience Management.

There are 2 major applications of Konnect AI+:

Response Generation

Konnect AI+ empowers agents with automated response generation. The advanced algorithms are able to comprehend previous conversations and come up with appropriate responses whenever needed. Additionally, the program can also be trained in accordance with the brands needs. The implementation of Konnect AI+ can assist agents in responding to generic queries like price inquiries or simple consumer doubts enabling the agents to focus on more important tasks.

Konnect AI+ can ensure that the agents can deliver unique responses to similar queries from various customers without sounding like they are simply copy pasting responses

Caption Generation

Konnect AI+ also has a lot of benefits on the social media publishing front. It empowers Konnect Insights users to develop captions for their social media posts that they publish through the Konnect Insights platform. This integration within the publishing module enables users to overcome writer’s block and ensure that they are able to deliver world-class and highly engaging captions to guarantee the success of their campaigns. All in all, this enhances the brands social media presence, driving positive engagement and building high levels of customer loyalty.

Similarly, there are multiple AI programs across multiple customer experience management platforms that enable users to take their customers’ experiences.

Conclusion

Integrating generative AI into customer experience workflows can drive innovation, efficiency, and customer satisfaction. By focusing on data quality, continuous monitoring, and leveraging tools like Konnect AI+, organizations can enhance their CE initiatives. Embrace generative AI as a strategic tool to stay ahead in the competitive landscape and deliver exceptional customer experiences.