Generative AI

Generative AI is artificial intelligence that focuses on creating (or generating) content through text, code, images, and other mediums. Generative AI relies on massive databases of human-generated content, which the AI synthesizes and determines patterns/ relationships in a process called “learning.” Once the model has processed its foundational database, it can output information and content based on context.

Customer experience (CX) professionals in contact and call centers aggregate massive user data into their databases to monitor KPIs like average handle time and user satisfaction ratings, making them the perfect candidate for adopting generative AI tools.