If you are a leader in a CX organization, you probably have seen a lot of demos of AI capabilities that seem to really “get” the language of customer support in the past year – from more intuitive chatbots to tools that help agents write their messages according to brand tone. You have heard that what drives this magic is ChatGPT and Generative AI, and that this is about to change EVERYTHING.
This post will explain the main concepts behind these developments without technical jargon. After reading it, you as a CX leader will understand:
1. what these concepts are
2. why they matter
3. how they are different from what existed before, and
4. what it means to you
So, where is this all going? What will a customer service org look like in the near future?