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5 tips on using generative AI for CX – without detrimental mistakes


Andrew Kokes, Global Head of Marketing at HGS, discusses best practices while onboarding generative AI to support an excellent CX.

Andrew Kokes, Senior Vice President, Global Head of Marketing

Article originally published on CX Network

Artificial Intelligence (AI) has taken customer experience (CX) by storm, proving the world’s fascination is not just a trend. In fact, the International Data Corporation (IDC) Worldwide Artificial Intelligence Spending Guide anticipates global spending on AI will increase by 27 percent compared with 2022.

As businesses restructure CX strategies for a major transformation, generative AI is at the forefront of these blueprints. From banking and finance to healthcare and customer service, generative AI is creating ripples across CX strategies. ChatGPT, Bard, Claude, Synthesia, and Coherent Generate are some of the latest generative AI solutions that help with the optimization of various CX tasks. Once onboarded, generative AI has a strong impact, improving a business’s CX and boosting the brand’s reputation.

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