Top 11 Use Cases for Generative AI in Customer Experience: Insights and Actions

Generative AI, or GenAI, has been a game-changer in the customer experience space, sparking innovation and driving customer-facing teams to deploy various use cases. This technology is not only helping sales, service, and marketing teams generate insights but also enabling them to turn those insights into actionable strategies. As per CX Today’s recent report, “AI in Customer Experience: Where Are We Now, And Where Are We Going?” here are the top 11 use cases for GenAI that are being deployed in more than a third of businesses.

GenAI in Contact Centers:

Contact centers have seen a significant increase in GenAI investment, with 45.5 percent of businesses prioritizing this technology over commerce, marketing, and sales. This presents a unique opportunity for customer service teams to leverage GenAI and transform their daily operations. The four most common use cases implemented in contact centers include:

1. Auto-Generating Customer Replies for Agents (50.2 percent)
2. Automating Quality Assurance (QA) Processes (45.1 percent)
3. Auto-Generating Knowledge Articles (39.0 percent)
4. Automating After Call Work (ACW) (38.0 percent)

These advancements in contact centers have led to faster resolution times, enhanced customer satisfaction, and reduced operational costs.

GenAI in Sales:

Sales teams have also embraced GenAI, with 84.5 percent deploying at least one use case. The four most common use cases implemented by over a third of sales teams include:

5. Automating Lead Generation Initiatives (42.3 percent)
6. Auto-Generating Personalized Customer Comms (41.3 percent)
7. Auto-Summarizing Sales Meetings (35.2 percent)
8. Automating Customer Onboarding (35.2 percent)

These capabilities empower sales teams to work smarter, resulting in increased revenue and improved customer relationships.

GenAI in Marketing:

More than four in every five marketing teams have implemented a GenAI use case. The top three use cases in marketing, leveraged by more than one-third of businesses, include:

9. Auto-Generating Ad Copy (45.1 percent)
10. Auto-Generating Content for Blogs, Web Posts, & Images (44.6 percent)
11. Automating Social Media Management Processes (39.9 percent)

These deployments highlight how marketing teams are utilizing GenAI to automate various aspects of their operations, ultimately enhancing their marketing strategies.

In conclusion, GenAI is revolutionizing the customer experience landscape by turning insights into action. To learn more about the current state of AI in customer experience and how brands are leveraging this technology, download CX Today’s latest industry study. With solid data, buy-in, and education strategies, brands can harness the power of GenAI to drive innovation and improve customer satisfaction.