The generative AI revolution is upon us. In the past couple of years, Large Language Models (LLMs) like ChatGPT have totally changed how many of us think about artificial intelligence. And one of the hottest markets for AI has been customer service. A 2020 study by McKinsey estimated that AI could deliver up to $1 trillion of yearly value each year, and customer service represents a large portion of this value.
So in this blog, we’re going to be taking a look at the ways that AI is currently transforming the customer experience (CX) – and how it may continue to do so in the future.