Sam's Minute Snippet 8.22.24

Transcript is auto-generated.

This Minute Snippet provides a quick overview of AI in CX technology, focusing on conversational AI and generative AI. Conversational AI aims for human-like interactions, while generative AI enhances interactions with dynamic and relevant responses. Both technologies utilize machine learning models and natural language processing techniques to create personalized and efficient interactions. Generative AI complements conversational AI by producing natural and varied responses, generating personalized content, and creating context-aware answers to complex queries. The combination of conversational and generative AI leads to sophisticated customer experience solutions.

Understanding Conversational AI and Generative AI

So first of all, these are two complimentary technologies. Okay? Conversational AI focuses on facilitating human like interactions, while generative enhances them by creating more dynamic and relevant responses. And then secondly, they both actually share this foundation of underlying machine learning models and natural language processing techniques.

Capabilities of Generative AI

Check out Jason Lowe’s AI training in Solaris University for more on that because there’s way more to it than just that. So let’s talk about the capabilities. Okay? Generative AI augments conversational AI by doing the following things.

One, producing more natural and varied responses. So think slang, verbiage you’ve used before. You’re gonna hear that coming back at you. Two, generating personalized content during conversations.

Impact on Customer Experience

Remember that delightful interaction you had before? Well, companies know, and they’re gonna give you more of that. And then three, creating context aware answers to complex queries. So if you have a question, generative AI has already done the work by gathering the data and then giving you the best answer possible.

So for the customer experience, we’re talking massive improvements to just more engaging, personalized, overall way more efficient interactions across multiple touch points. So you ever wonder how those bots know you so well? Well, this is exactly why. So to finally set the record straight, the two work together to create just more sophisticated customer experience solutions like the ones in the Telarus portfolio.

Engagement and Call to Action

And did I mention we’re just scratching the surface here? So with that said, tell me what you think in the comments below. Tell me what you wanna hear about in next week’s minute snippet because this content is meant to help you, hashtag, go beyond. Have a great week.