9min chapter

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397: Generative AI: Lessons Learned

The CX Cast

CHAPTER

Scaling Generative AI for Customer Experience

This chapter explores the evolution of generative AI from a specialized technology to an essential enterprise solution, emphasizing the integration of customer data and robust data management. It highlights the challenges businesses face in implementing AI effectively, the importance of setting clear goals, and the need for balance between human and AI interactions in customer service. The discussion also reflects on the stabilization of generative AI technologies amid ongoing interest and concerns about their overhype.

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