Capgemini-用生成人工智能想象客户体验的新时代（英）-2023-7页_1mb

报告摘要

Generative AI in Customer Experience Summary

Overview: Generative AI is revolutionizing customer experience by enabling personalized, efficient interactions, with 93% of consumer products executives prioritizing it for its potential to create substantial value in content efficiency, productivity, and engagement. It generates text, images, sound, and video faster than humans, applicable across various CX domains.
Key Benefits: Provides hyper-personalization, improves efficiency and creativity, and enhances customer and employee empowerment through tools like AI chatbots and copilots, leading to higher customer satisfaction and lower support costs.
Applications:
- Commerce: Enhances chatbots with human-like responses for better customer support, and internal tools for employee access to archives.
- Service: Employs AI copilots to support agents with real-time suggestions, emotion detection, and automated follow-up tasks.
- Sales: Accelerates sales processes by generating initial offer versions and personalized proposals for B2B and B2C scenarios.
- Marketing: Speeds up content creation and improves campaign strategies by generating high-quality assets, tailored for search engine optimization and brand consistency.
Risks and Challenges: Involves risks such as intellectual property issues, data leakage, biased outputs, and ethical concerns. Regulatory frameworks like the EU AI Act are emerging, requiring careful navigation to avoid costs and delays.
Capgemini Approach: Utilizes a secure, scalable architecture with foundation models, CX orchestration layers, and partner integrations (e.g., Adobe, Salesforce) to deliver consistent, guarded AI-generated content across customer life cycles.
Strategic Considerations: Organizations need to define business use cases, orchestrate CX for consistency, apply guardrails for ethical use, and develop adoption methodologies. Advisors are essential for navigating regulations and ensuring transformative benefits while minimizing risks.