[Narrator]
How can I check my balance, please?
[Conversational AI agent]
You can check your available balance on the about page on the website or via the mobile app. If you need additional assistance on this, please say ‘transfer me,’ and we will connect you with an agent.
[Narrator]
Transfer me.
[Narrator]
The conversational AI agent was polite, but inflexible. Since the question didn’t fall within the agent’s strict rules, it had to get a live agent involved. Now let’s hear the call with a generative AI agent.
[Generative AI agent]
Thank you for calling Cardmember Services. I can answer many questions about your benefits. How can I help you?
[Narrator]
How can I check my available credit, please?
[Generative AI agent]
One second, please. You can check your available credit balance on the about page on the website or mobile app. Would you like me to walk you through how to access that information?
[Narrator]
No, thank you, but I would like to know if I can pay my utility bills with my card.
[Generative AI agent]
Let me look. Yes, if you have a utility benefit, you can pay eligible utility bills in store at Walmart or online and by phone using bill pay.
[Narrator]
So, how would I find the nearest Walmart?
[Generative AI agent]
One moment. To find the nearest Walmart, use the store finder online or on the mobile app. Would you like assistance with anything else?
[Narrator]
No, thank you, I’m all set. Bye.
[Narrator]
Generative AI easily understands the intent of a caller and doesn’t depend solely on keywords to trigger an action. And did you hear it also correctly answer a question about a third party? When you hear them side by side, it’s easy to understand why generative AI is revolutionizing customer experience.
