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Enterprise Deployment: Generative AI in Customer Experience

September 22, 2023

Via: CMSWire

When ChatGPT debuted last year, it captured the imaginations of CMOs and those in charge of customer experience. Clearly, customer experience represents one of the most significant applications for large language models (LLMs). However, how fast will applications of generative AI in customer experience occur?

A recent McKinsey Global Survey says that “less than a year after many of these (LLM) tools debuted, one-third say their organizations are using generative AI regularly in at least one business function.” Nearly one-quarter of surveyed C-suite executives say they are using generative AI tools for work, and more than one-quarter of respondents from companies using AI say generative AI is already on the boards’ agenda.

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