How GBS Can Leverage Generative AI In Their CX

2023 has been a year defined by the growth of artificial intelligence. The explosion of generative AI and large language models such as ChatGPT have impacted how workers work, students learn, businesses operate, and everything else in between.

For Shared Services Organizations (SSOs) and Global Business Services (GBS), generative AI is sure to have an impact on every function, from HR to finance. However, where the industry can first expect to see the latest advancements in AI implemented is in their customer experience (CX). According to SSON Research & Analytics, 62% of GBS practitioners are planning to support CX with generative AI.

In this latest report from SSON, we dive into how generative AI can transform CX, pitfalls GBS should be aware of, and how GBS can track the impact of generative AI in CX.

Readers of the report will walk away with the following takeaways:

1. Generative AI, a subset of artificial intelligence, creates new content by learning from existing data. In customer experience, it powers chatbots, virtual assistants, and voice-activated bots, facilitating natural interactions and personalized recommendations.
2. Generative AI ensures consistent omnichannel experiences, preventing disjointed customer journeys. It aids in sorting large data sets, automatically identifying patterns and trends for actionable insights. Additionally, generative AI facilitates the scaling of personalized CX by automating the creation of tailored content, enhancing customer engagement and satisfaction.
3. Customer Satisfaction (CSAT) surveys are crucial for gauging how customers perceive generative AI in CX, but alternative metrics include response time, resolution rate, usage metrics, sentiment analysis, retention rates, and personalization metrics. Combining quantitative and qualitative measurements is essential for a comprehensive understanding of generative AI's impact on CX.