The launch of OpenAI's ChatGPT 3.5 in November 2022 catalyzed significant advancements in the business world, prompting platforms like Google’s Gemini and Microsoft’s Copilot to enhance their offerings. This white paper examines the transformative impact of Generative Artificial Intelligence (GenAI) on Customer Experience (CX), focusing on its applications, benefits, and implementation challenges.
While GenAI has shown huge potential for changing the face of business, which may require further research, this paper turns the spotlight on exploring real-world use cases that can yield business results across the customer journey, highlighting successful implementations in various industries, such as telecom and retail.
We also address common hurdles like incomplete responses, security risks, and cost overruns, offering strategies for effective deployment. The paper concludes with a framework for developing a GenAI strategy, emphasizing the importance of starting with small pilot projects and ensuring robust planning to navigate the complex landscape of GenAI implementation.
