A significant 91% of enterprise AI leaders see generative AI as a key driver for efficiency, according to a survey by Inference Solutions. Generative AI, a subset of artificial intelligence, is capable of creating content such as texts, images, and music, and is being increasingly utilised in customer service applications. The survey also noted that 53% of respondents believe generative AI can reduce customer service costs, while 50% think it can increase customer satisfaction.
The use of generative AI in customer service is predicted to grow, with 44% of respondents planning to implement it in the next 12 months. This trend is driven by the technology’s ability to generate human-like text, enabling automated customer service interactions that feel more natural.
Despite the optimism, challenges remain. 61% of respondents cited the need for continuous training and updating of AI models as a significant hurdle, while 59% pointed to the difficulty in maintaining a human-like interaction quality.
The survey also highlighted a shift towards a hybrid customer service model, combining AI with human agents. 62% of respondents believe this model can offer the best customer experience, suggesting a future where AI and humans work together to deliver superior service.
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