{"id":1002350,"date":"2025-01-28T07:56:04","date_gmt":"2025-01-28T14:56:04","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1002350"},"modified":"2025-02-05T14:43:30","modified_gmt":"2025-02-05T21:43:30","slug":"generative-ai-in-cx-boldly-going-where-no-one-has-gone-before-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/generative-ai-in-cx-boldly-going-where-no-one-has-gone-before-tuesday-cx-thoughts\/","title":{"rendered":"Generative AI in CX: Boldly Going Where No One Has Gone Before \u2014 Tuesday CX Thoughts"},"content":{"rendered":"\n<p>I&#8217;ve always been a HUGE Trekkie (Next Generation all the way!), and when generative AI exploded onto the scene, I was like, \u201cNo way!\u201d It felt like sci-fi was suddenly bleeding into reality, which is insanely cool.<\/p>\n\n\n\n<p>But along with the mind-blowing awe, I couldn\u2019t help but think, \u201cHow can CX experts harness this power to boost contact center performance?\u201d<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Check Out This Week&#8217;s Video Summary<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-video\"><video controls src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/01\/tcxt.mp4\"><\/video><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>As an AI expert in the customer experience industry, I\u2019ve been working for a long time on ways to turn customer conversations into insights that can be leveraged to improve customer care operations and effectiveness.<\/p>\n\n\n\n<p>I have to admit, I had mixed feelings about the impact of gen AI in the contact center space. Sure, generative AI was part of a new generation of chatbots that could truly help handle more calls and boost efficiency. But I wasn&#8217;t convinced it could really be a game changer when it comes to digging deep into customer conversations and&nbsp;<strong>providing the insights needed to make a&nbsp;<\/strong><strong><em>real<\/em><\/strong><strong>&nbsp;difference in performance.<\/strong><\/p>\n\n\n\n<p>So I wanted to share some thoughts as to what to expect from using gen AI to improve contact center operations. <\/p>\n\n\n\n<p>I hope this will give CX specialists a better understanding of what could be done with this technology, and where other tools and technologies will be needed to achieve their performance optimization objectives.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How Gen AI Can Enhance Contact Center Operations<\/h2>\n\n\n\n<p>Analyzing customer conversations is a complex task. <strong>Conversations are notoriously known as being noisy,<\/strong>&nbsp;unstructured, and unlike open-ended survey responses or reviews, they often lack a clear focus and can meander through a range of topics.&nbsp;<\/p>\n\n\n\n<p>Before, getting useful info from customer calls or support tickets was tough. Former AI methods, whether simple keyword searches or complex non-generative deep learning models, struggled to sift through the noise and give businesses clear insights to improve.<\/p>\n\n\n\n<p>So in that regard, generative AI has done a remarkable job cutting through the noise and creating awesome summaries to make it easy to find common themes in customer conversations. However, it can&#8217;t quite crunch numbers and give us the kind of juicy insights that dedicated analytics platforms can. And this is where&nbsp;<strong>the difference between a technology and a solution becomes important.<\/strong><\/p>\n\n\n\n<p>Think of it this way: ChatGPT or other competitors can tell you that \u201c<em>customers are generally happy with our new product<\/em>.\u201d But a feedback platform can tell you that \u201c<em>83% of customers rated the new product 4 stars or higher, with a 15% increase in positive sentiment compared to last quarter.<\/em>\u201d See the difference?\u00a0<strong>Hard data is key!<\/strong><\/p>\n\n\n\n<p>How do we make the most of generative AI to make data-driven decisions? By seeking a conversational analytics platform that embraces gen AI! That&#8217;s where the real magic happens. <\/p>\n\n\n\n<p>Learn more about Keatext and QuestionPro and how our partnership unlocks the power of gen AI to create truly human-centric experiences.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-vivid-cyan-blue-to-vivid-purple-gradient-background has-background wp-element-button\" href=\"https:\/\/www.keatext.ai\/en\/blog\/partners\/keatext-and-questionpro-introduce-conversational-analytics\/\" style=\"border-radius:35px\">LEARN MORE<\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>I&#8217;ve always been a HUGE Trekkie (Next Generation all the way!), and when generative AI exploded onto the scene, I [&hellip;]<\/p>\n","protected":false},"author":212,"featured_media":1003557,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170,1811],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Generative AI in CX: Boldly Going Where No One Has Gone Before \u2014 Tuesday CX Thoughts<\/title>\n<meta name=\"description\" content=\"I&#039;ve always been a HUGE Trekkie (Next Generation all the way!), and when generative AI exploded onto the scene, I was like, \u201cNo way!\u201d It felt like sci-fi\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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