In the ever-evolving landscape of customer experience (CX), artificial intelligence (AI) has become a beacon guiding businesses toward seamless interactions.
Shweta L Srivastava, former chief customer experience officer, Tata Cliq, in a conversation with Iyer Premkumar, President, HAWK (Gozoop Group) talks about emerging technologies like conversational AI that will enhance CX better than ever before.
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World is changing fast, right? I want to understand what emerging technologies that you feel that brands are using now and probably could expect to use in times. So far in my career in last two decades, this is the most exciting time. For, you know, to explore technology and last year has been very exciting. We all know we talked so much about generative AI. I think all others, it took, you know, dominance over all other technologies, but it last year was really disruptive for customer experience domain, the emerging technologies that are coming up, of course AI, artificial intelligence, not from today, it has been there for many years. We, I think we are just realizing it, right. There's two subset of AI, One is generative AI and this interview will be incomplete if we don't talk about generative AI. But everyone is trying to explore what works best for their organization, what their use cases. And we see some of it coming into life, some of it are still in POC state or some of it are still in experimentation state. So generative AI is one. Other which didn't get lot of limelighters. Conversational AI. Right, the chat boards and. Whatever where you are having a conversation and machine is handling that conversation, that conversational AI is also one of the emerging technologies and we're going to see it going, you know, making it its own way and bringing more efficiency or the system. These are the two I think converging technologies. Other than this, I think how I see it is one other piece which is taking a lot of. Limelight or now most lot of technologies are coming to shape that domain is cybersecurity and the data privacy part. So these are the 3-4 section. Other than that personalization of course, personalization with scale, you cannot do it without without technology. So these are some of the trends that we see biggest, most talked about being generative AI. But conversationally, I I think it's the game changer in the at least in the customer experience.
