Improving Generative AI: 6 Best Practices

Maximizing the Potential of Generative AI in Customer Experience: Best Practices and Strategies

Generative AI is revolutionizing the customer experience landscape, offering unprecedented potential for businesses to enhance productivity, accuracy, and value. The power of large language models (LLMs) has been estimated to increase productivity in customer care by 30 to 45 percent, according to McKinsey. Organizations that truly understand their customers are more likely to extensively use AI, as per the latest research from CMSWire.

However, to truly unlock the value of generative AI, businesses must adopt best practices and avoid common pitfalls. While some may oversimplify the capabilities of this technology, others may fall into the trap of believing that generative AI can solve all CX challenges without a strategic framework.

To maximize the effectiveness of generative AI and create new opportunities for innovation, here are some best practices to follow:

1. Get a Unified Platform: Unify customer communications in a single platform to fully leverage generative AI and emerging technologies.

2. Don’t Over-rely on LLMs: Use narrow-purpose models to score interactions and narrow down the subset for focused generative AI use.

3. Choose the Right LLM: Identify your optimization goals and select the LLM that best fits your needs, whether it’s accuracy, speed, or cost savings.

4. Use Models Specific To Your Industry: Industry-specific models deliver more accurate and relevant insights for your use cases compared to general-purpose generative AI.

5. Develop Excellent Prompt Engineering Guidance: Guided prompt building mitigates challenges and delivers greater business value compared to trial and error processes.

6. Act On Your Results: Integrate generative AI technology with other business units to maximize outputs and create compounding value.

By following these best practices, businesses can harness the full potential of generative AI and transform customer experiences. NICE CXone offers a comprehensive CX AI platform that manages and optimizes all modern interactions, providing brands with the tools they need to deliver extraordinary AI-driven experiences at scale.

To learn more about closing the gap between generative AI’s promise and reality, read the full guide at nice.com. Embrace the future of customer experience with generative AI and unlock new possibilities for your business.

LEAVE A REPLY

Please enter your comment!
Please enter your name here