The world of artificial intelligence is going through a huge transformation, fueled by the explosive growth of generative AI and large language models . This revolution is reshaping the democratization, computational power and data requirements of LLMs and is also opening new ways of thinking in combining GenAI, AI and humans—working together as well as understanding and trusting each other.
As a cross-departmental use case, VoC-Predictive-360 brings the predictions of AI solutions such as churn, upsell and cross-sell together with the GenAI-predicted topics for the current conversation. This way, agents can not only prioritize who to call next based on indicators like churn but also know the predictive"context" and respond to the customer in a hyper-customized way.
Moreover, AI-based decisions can sometimes even be too fast. You might prevent churn, but those prevented churners might actually be causing you to lose money. In the market, we are seeing GenAI wrappers that try to solve different use cases. These are mostly built on GPT models. However, we are also seeing these companies being wiped out with the next feature announcement from OpenAI.