We talk a lot about the fact that many companies want to implement Artificial Intelligence on their websites and services. It seems that, like metaverses, NFTs and cryptocurrency investments, there is a lot of talk about their possibilities and many people want to delve into them so as not to be left out. The same would be happening with AI, since three quarters (75%) of company managers feel increasing pressure to incorporate generative AI into their business strategy, according to a new study from Qualtrics.
The software vendor believes that generative AI can play an important role when it comes to helping organizations make sense of large amounts of data. Although Big Data already exists, which is the analysis of this data, the use of a generative AI would be a great help.
There is a lot of pressure on companies to adopt AI, whatever it may be
Whether companies decide to invest in AI or not, one thing is certain. Most CX managers believe their team sizes will increase in the next 12 months, meaning jobs are unlikely to be put at risk by AI. The Qualtrics study finds that generative AI is a time-saving assistant and allows humans to better focus on delivering a better experience to their customers, as long as the AI works well and their content is reviewed.
The addition of AI offers customer experience teams a powerful way to reduce workload and allow people to focus on the things humans are made to do, without sacrificing the insights that drive future improvements and innovations.
Ellen Loeshelle, Director of AI Product Management at Qualtrics
It is expected that in most cases, an AI will work silently behind the scenes. processing data that would otherwise consume a lot of time for human workers. This would allow them to improve satisfaction scores, and provide faster and more applicable results. In addition to the clear productivity benefits, generative AI tools and AI writers are expected by survey respondents to help them reduce workload by eliminating inefficient processes.
Nearly two-thirds of the managers surveyed state that they expect their companies to increase financial investment in technological tools. They also expect to invest more in training for their customer experience teams over the next year.
Source: TechRadar
