Among the numerous technological advancements of our era, Generative AI stands a world ahead, like the true trailblazer that it is. It is paving new avenues for enterprises, rapidly emerging as a catalyst and leveling up innovation at breakneck speed.
From content generation and personalized support to data-driven decision-making, Generative AI’s far-reaching applications are amplifying operational efficiency and productivity. Furthermore, it’s enriching both employee and customer experiences, heralding a new era of streamlined and modernized business processes. Generative AI has the potential to reshape the workplace and the way businesses engage with customers.
This blog post dives into the shifting nature of employee experience (EX) and customer (CX) and the way forward for far-sighted organizations. But first, let’s get the basics out of the way.
What is Generative AI and Why Enterprises Need to Care?
Generative AI is a subset of artificial intelligence (AI), capable of generating text, images, or other media in response to prompts. What sets it apart is its immense learning capability and data crunching superpowers, minimizing those tedious tasks for human workers and putting the “human” back into human intelligence.
Most of us have experienced Generative AI in its recent, intelligent form on chatbots and search tools like ChatGPT, Bard, and Bing. But these just scratch the surface of the technology’s real power and potential.
Let’s dive into those possibilities for the contemporary enterprise.
Generative AI Use Cases for Employee Experience (EX)
The time-honored principle, ‘Satisfied Employees Equals Pleased Customers’, has ensured that enterprises intensify their investment in innovative IT solutions and advanced tools to improve employee experiences and seal their positions as employers of choice. These assets not only induce agility and flexibility into their services but also offer implications beyond mere financial gains. They foster elevated employee experience and productivity, strengthen alignment with the organizational culture and strategic objectives, and mitigate employee turnover, contributing to a healthier, more effective culture.
In the wake of the pandemic, the focus on employee experience has taken center stage among global leaders. Recognizing it as the bedrock of thriving enterprises, organizations are transforming their workplaces through the deployment of generative AI solutions. These tools excel in simplifying erstwhile mundane or tedious processes.
In the fiercely competitive landscape where the war for talent doesn’t seem to relent, these simplification and efficiency superpowers can set apart the celebrated employers from the rest.
In this journey, generative AI with diverse capabilities has a great impact on businesses and industries. With its ability of self-learning, generative AI can adapt, process and interpret complex information accurately and efficiently. Summarization and classification capabilities and the lack of user training requirement play into generative AI’s potential in reshaping workflows, improving decision-making processes, enhancing human-machine interaction and improving overall performance.
Let’s see some recent enterprise generative AI use cases that Acuvate customers have been raving about.
IT Helpdesk Enablement: Quick, Context-Aware Answers and Resolutions in the Tech Avalanche
An average organization has 254 tools. Add devices to this mix and you can imagine the load on helpdesk teams to solve IT issues. The wasted person-hours on IT-related downtime and in the process of addressing it have a direct impact on employee productivity – both business users and IT teams.
The EX tools of 2023 and beyond are seeing AI and IT helpdesk unite to minimize this digital tumult. With Generative AI, this whirlwind of tech and IT constraints transforms into a streamlined process. The technology automates ticket resolution and provides real-time assistance, reinventing how IT helpdesk teams confront problems, deliver solutions, and devote their attention to strategic initiatives.
GPT’s intelligent search capability resolves challenges faced by IT teams in managing data, technical documentation, and information. It breaks down data silos and provides quick access to the required information, regardless of the format or source. This empowers IT teams to efficiently solve problems, improve system performance, and support users.
One of the key benefits of the intelligent search engine is its ability to provide step-by-step guides for any prompt or query. For instance, if a technician needs to understand how to fix a machine fault code, the search engine can provide detailed explanations, guiding them through each step of the process.
Implementing GPT’s intelligent search engine streamlines IT operations, simplifies knowledge retrieval, and enhances overall efficiency.
To further enhance the operational efficiency of IT helpdesk, the implementation of service desk assistant emerges as an efficient choice. GPT enabled service desk assistant, automate common requests and reduce helpdesk wait times significantly. With seamless integration with ticketing system and knowledge bases, it provides relevant responses to frequently asked questions and ensures prompt issue resolution. All of this, with no manual intervention.
GPT’s summarization capabilities to empower IT helpdesk to offer a more seamless experience for users. Let’s consider the example of chatbot to live agent handover. In traditional chatbots, the experience is such that the user has to explain the context of the issue before the live agent can support them. With GPT’s summarization, the chatbot will be able to summarize the issue to the live agent during handover, ensuring that the handover is seamless and a lot less frustrating for the end user.
With personalized and context-aware interactions with users, generative AI chatbots for IT helpdesk offer elevated employee experience and automate support operations, ultimately impacting operational costs.
HR Process Automation: More Efficient and Effective Employee Experiences
HR professionals spend approximately 60% of their workload addressing routine queries, repetitive tasks like onboarding, knowledge management etc. This is a significant time investment. That’s time that can be put to better use – like employee engagement, policy initiatives, employee onboarding and training and more.
Take the example of HR assistance in employee onboarding context. GPT utilizes advanced natural language processing to create personalized and interactive onboarding experiences, improving employee learning and information retention. It provides new hires with engaging conversational interfaces to understand the company’s history, mission, values, policies, regulations and more. Through dialogue with the GPT-powered interface, employees can ask questions and receive detailed responses, fostering a sense of connection and alignment with their new employer. This approach sets the stage for employees to hit the ground running. By leveraging GPT for onboarding, organizations optimize the learning process and create an environment where employees can excel.
Over the years, Acuvate’s customers have added more hours to their HR function. For example, a British multinational implemented the HR Helpdesk chatbot to reduce routine queries and free up their HR team’s time. Not only did the solution achieve that, but also:
These experiences get even better with Generative AI and GPT models because the chatbots can now:
Data Management: New-Age Decision-Making, High ROI on Data Investments with Fast and Easy Accessibility
According to a survey by Gartner, by 2022, 90% of corporate strategies will explicitly mention information as a critical enterprise asset and analytics as an essential competency. Recognizing data as a critical asset, numerous global leaders have elevated data management to their top priority. The manual handling of data is not just laborious but also error prone. But generative AI deployment across the enterprise simplifies it. These technologies transform data management into a seamless process, enabling enterprises to fully capitalize on their data investments. From data classification and cataloging to ensuring data quality, security, and seamless integration, AI leaves no stone unturned, becoming an invaluable ally in the data landscape.
For effective data management, organizations need to weigh data as a strategic asset. It must ensure data accuracy, availability, creating new data, validating existing data, and security while enabling efficient data utilization for operational processes. A comprehensive data management strategy supports informed decision-making, enhances data-driven initiatives and helps organizations gain a competitive edge.
Organizations can boost their data management capabilities by implementing a Data Insights Chatbot powered by GPT. This chatbot enables organizations to extract valuable insights from their data conversationally, democratizing data insights for every business user, irrespective of data crunching and tech skills. This chatbot will be capable of always giving relevant insights and recommendations based on previous analysis, if prompted correctly. For example, a plant manager can ask the chatbot about the average downtime for the production line, and they will receive relevant insights and recommendations.
Generative AI’s knowledge capture & mining capability too plays an important role in empowering organizations to leverage unstructured data sources such as documents, emails, and chat logs, enabling informed decisions and improved business processes. And this just scratches the surface of what’s possible with data management, especially in the age of generative AI.
Training and Troubleshooting: More Context Aware with Generative AI
Gone are the days when users spent hours more time summarizing and extracting insights from audio and video content and less time on acting on them.
GPT is modernizing this process. Context awareness capabilities, comprehending context in no time, generating responses with clarity, and creating summaries of large audio and video recordings are a few key aspects.
These capabilities facilitate employee training by allowing them to extract and understand the information they look for, improve their focus and be more efficient in the workplace, with minimal busy work. When facing some technical or troubleshooting, these summaries can help employees or workers to identify and resolve issues effectively, with reduced downtime and improved performance.
Generative AI Use Cases for Customer Experience (CX)
Customer experience has always been an organization’s key differentiator. A PwC survey find that 73% of consumers consider customer experience as a pivotal factor influencing their purchase decisions. Prioritizing exceptional customer experiences in today’s fiercely competitive marketplace remains crucial.
However, it’s easier said than done. CX demands personalization. CX demands resources. CX demands significant investments. The operational cost of exceptional CX can be a burden on even the behemoths.
But with Generative AI, enterprises have a brand-new tool in their arsenal to balance the cost and ROI of delivering exceptional customer experiences. Generative AI powered chatbots with natural language processing enable organizations to understand and respond to customer inquiries in a human-like manner. Customer interaction, personalized recommendations, and resolving customer issues help organizations to have seamless and engaging user experience.
In addition, sentiment analysis that involves automatic detection and interpretation of customer sentiment can now be real-time with generative AI. By analyzing customer feedback, reviews, and responses across diverse channels that act as data sources, generative AI models can discern sentiment and level up customer satisfaction across support and marketing use cases.
Generative AI in Marketing: Redefining Personalization and Preference for Retention and Revenue
Through the analysis of extensive data, Generative AI algorithms can generate a pertinent understanding of each customer, enabling personalization strategies that go beyond the obvious. This deeply connects with prospects, resulting in increased engagement, conversion rates and higher returns on ad dollars. Additionally, with the assistance of Generative AI, marketers can effectively anticipate customer preferences and behaviors, enabling them to optimize campaigns and deliver tailored messages at the ideal moments and through the most impactful channels.
Chatbots have proven excellent customer engagement tools to streamline the buying journey, create engaging and effective touchpoints, and help the customer move further into the funnel.
With the power of GPT, recommendation engines are better equipped to analyze a customer’s preferences and behaviors to deliver highly tailored product suggestions by employing hyper-personalization techniques. When a customer searches for a specific product, a recommendation engine analyses their past purchases and browsing history to present hyper-personalized recommendations that perfectly align with their needs. By embracing GPT-powered recommendation engines, brands would be equipped to crunch far more massive data sets to truly personalize every interaction and recommendation.
In 2023 and beyond, marketing chatbots come with generative AI superpowers, delivering lightning-fast, contextual, hyper-accurate, and human-like conversations that aim to convert at crucial brand touchpoints.
Generative AI in Customer Support: Personalized, Contextual Customer Interactions for Improved Customer Satisfaction Index
Generative AI powered chatbots promises to take automated customer support a notch higher, providing instant and accurate automated responses, utilizing natural language processing and machine learning algorithms to understand customer intent and deliver personalized solutions. It can also incorporate sentiment analysis to gauge customer satisfaction and address concerns promptly, enhance customer experience, and have remarkable results.
With GPT chatbots, businesses can streamline their customer support strategies, achieving significant advancements. Some examples include:
- Contextual Hand-offs: Repeating complaints or issues can exhaust any customer. With summarization, GPT enabled customer support chatbots can ensure that the problem and solutions offered before handoff are effectively summarized for the live agent. This not only reduces resolution time but also minimizes customer frustration.
- Complaints Classification & Automation: By automating the classification and routing of customer complaints, businesses can significantly reduce response times and, ultimately, improve customer satisfaction.
- Agent Assist Bots: These intelligent bots empower customer service agents with real-time suggestions and insights into customer service workflows, augmenting their capability to offer superior support.
It’s abundantly clear that generative AI offers highly impactful use cases for enterprises across IT, HR, data management, marketing and customer support among several other workflows.
The key lies in understanding the specific use cases and benefits that generative AI offers and tailoring its implementation to suit unique needs of enterprises. Embracing these technologies, businesses can drive innovation, streamline operations, and enhance the overall customer experience. But it all sounds deceptively easy. The process of GPT implementation is rife with security and data integration considerations.
It’s here that a reliable and experienced technology partner can shift the scales in your favor. It’s with this background that Acuvate’s AI practice recently launched what we call the Org Brain, a contemporary framework designed to minimize GPT and Generative AI’s risks and maximize its rewards.
As the potential of generative AI continues to grow, enterprises that adapt it will undoubtedly gain a competitive edge. Of course, the future of generative AI is impressive, but the focus should not be limited to its competitive advantages but seeing it as a steppingstone towards a future of AI and human collaboration in the enterprise.
All with one goal – putting the “human” back in your human employees and customers.
Reach out to know more about how Acuvate’s generative AI experts and Org Brain can collectively raise the bar for your EX and CX offerings.