The Promise of Generative AI and Large Language Models
Thanks to natural language applications such as Chat GPT and BARD (Google), generative AI and large language models (LLMs) have gone mainstream in the past year.
What does this breakthrough mean for businesses? For the first time ever, leaders have access to a tool that can work with large volumes of unstructured data, bringing the digital experience to the next level.
Research shows that the majority of today’s customers prefer to find answers, solve problems, and execute changes on their own. Across industries, 81% of customers prefer to find a solution themselves before reaching out to a live representative. Tom Sweeny, an expert in IT service/support and the founder of ServiceXRG, has been monitoring the performance of self-help initiatives for years.
According to his findings, while 71% of support demand is initially serviced through self-help channels, only 22% of cases are fully resolved.
Beyond self-service, generative AI will impact how we consume information as a whole. In the past few years, there has been a subtle shift in people’s expectations of digital experiences. Customers have gone from digging for information to seeking answers. In other words, they don’t want a list of documents that might contain the answer they’re looking for. They want a satisfying answer to their specific question or problem that doesn’t leave them picking up the phone.
Can generative AI help in these scenarios — and more?
This white paper will walk you through considerations, questions, implications, and concerns around generative AI and help you build a solid business case to begin using this innovative technology in your organizations.
This article is posted at coveo.com
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