How Generative AI is Transforming Conversational AI

Gartner® Offers Insights on How GenAI Is Improving Customer Experiences and Agent Productivity

For the last few years, generative AI (GenAI) has been rapidly transforming conversational AI and redefining expectations. Customer service and support leaders responsible for improving CX and agent productivity must understand how to leverage GenAI to increase the conversational AI platform value proposition.

We believe this Gartner report offers guidance for improving customer service. It predicts that by 2026, 50% of customer service and support organizations will have implemented GenAI-driven Virtual Assistants (VAs) for customer-facing tasks

Key takeaways include:

  • Identifying customer-facing CAI use cases that can benefit from the application of GenAI.
  • Assessing the capabilities of CAI platform vendors using GenAI technology to manage risks and provide information security.
  • Prioritizing low-risk use cases such as agent assistant bots and FAQs for customer-facing chatbots.
  • Partnering with tech and data groups to adopt best practices for the implementation of GenAI.

Help your organization leverage GenAI for enhanced customer experiences and operational efficiency, ensuring competitiveness in the evolving market.

Download the Gartner Report

Reasons to Download This Gartner Report

  • Stay Ahead of the Curve: Understand the latest trends and advancements in AI technology.
  • Strategic Advantage: Leverage Gartner expert analysis to inform your AI strategy.
  • Actionable Insights: Discover practical applications and potential ROI of GenAI in your business.
Download the Gartner Report Now

Gartner, Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity, Uma Challa 23 Apri 2924. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. .

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